Bad service and charges that I'm not aware of

I'm so disappointed with FNB this morning I spoke with the consultant named Brian from the FNB online department I told him my query he said he's checking on the system to my surprise I was transferred to another consultant. Bad customer service😏 after that i was transfered to the complaints department the lady I spoke to said she will log a call regarding the query I had and send a ref number by SMS till now I'm still waiting I'm really thinking of changing my account somewhere else. It's so annoying to be loyal to people who doesn't care for their customers