Bad service

Fnb used to be my best bank in terms of service, but not after I went to their different branches to activate my online shopping. They told me everything is fine, when I try to buy something online it doesn't allow me yet I went inside the different branches and I was told that I can be able there's no problem. But I tried several times without success. The only thing they do is to charge me because of unsuccessful payment not knowing the reason why it declined. This is unacceptable it's really causing me problems. What about my plans. It is my money but I can't use it the way I want. Looking of changing this bank anytime soon. Because it's clearly they provide good service but they don't know how to keep their clients.