Bad service with no solution on one's query

I have made a payment abroad which failed and purchase was cancelled and money was send back to my account which shows as balance however not available for withdrawals, I called only to be told I need to pay R300 and next they said it's R350 to activate my device which was irrelevent to my query, today went straight to the branch which I was taken from one piler to post, after 49minutes spoke to Tale whom told I need to feel a form and send it to *** with no response till now, not even auto respond to show if email was received, on digital platform I spoke to Chanabe Mathebula and Bonolo, which I noticed that they don't read the query but send auto respond msg. So angry and disappointed in FNB service, so pathetic.