Bad service and *********** staff

The account in question is ***. We have been having a stokvel account with FNB for the past 3 years. Last year given that we reviewed the current account and interest thereof earned and through the assistance of FNB they recommended an fixed account with a better interest. We agreed to open this account separately and we requested that huge amount of money from the current be moved. We were even taken to the tellers for the execution of this task of which all was carried accordingly. We were happy with this approach however after few months later we established that this account was not existing and the money withdrawn was just in the limbo not even achieving the initial objective i.e. earn better interest. We attended to the matter by approaching the bank and this matter was escalated to the manager of the branch. Even though this account was eventually opened we were not even compensated for the loss of the interest. Last week we approached the bank to issue the notice of the monies on both accounts. The bank had the audacity to tell us that we will be penalised R 2000 given the earlier withdrawal. We are disputing the R 2000 penalty and we requested that this matter be escalated but still to date no one has even contacted us. This is on the basis that this was not our fault from the onset. We need this matter to be addressed asap.