Bond installment

Initially there was a double debit on my account for my bond installment,needless to say that I had no arrears. The double debit caused some of my debit orders to come back unpaid. I contacted FNB and asked them to reverse the 2nd debit and to refund me the bank charges.After a while they only reversed/refunded the 2nd debit and chose to ignore the request to get my bank charges refunded. After escalating this to Hellopeter they contacted me ,his was on the 11th of November ,however my request has still not been ordered.Needless to say that they requested my bank statement. Then at the end of November ,they did not collect a bond installment. I contacted them, they promised to get back to me and I'm still waiting in vain. Their service is truly horrible.