Bad Service

My account is in arrears due to Covid-19, I have been in contact with the Bank and have 27 emails as proof. Ok, I then contacted FNB to make arrangements for arrears seeing that I can afford, then two months after my payments as agreed with the Bank, I get a visitor with a Notice on Rule 31(2)a, 46(1)(a)(ii)&46A(8)(e) on my door, I enquired and this Rule was cancelled because an arrangement was in place which was not picked up when Notice on Rule 31(2)a, 46(1)(a)(ii)&46A(8)(e) was issued. In the same month, R5000 was taken from my account without my consent by the Bank, two months later R4000 was again taken for attorneys FEES. When I enquired and asked for FNB for a Refund and for any proof of trying to contact me or assist, I'm being told by HACK, STUPEL & ROSS ATTORNEYS to cut unnecessary communication with me by FNB. I'm fully aware of my arrears that I need to pay. I made an attempt to contact the Bank with proof of all communication by myself to the Bank, but , when I ask for them to supply me with theirs which had led to R9000.00 being taken from my account for so called Attorneys fees, I'm being told that my "communication is unnecessary" . Is this how this institution treats customers ?