Consistently disappointing service from FNB

This has literally become the only platform where one can get a reasonable response from FNB. After they charged me for an overdraft I was not using last year (and essentially responded with an “oops” after I found it on my statement) they have now debited my bank account (on 28 September) for a life cover I requested they cancel on 13 September. After speaking to a consultant who told me I would not be refunded, he placed me on hold to speak to a manager who hung up. I then called again & went through to another consultant who placed me on hold again when I asked to speak to the manager but actually returned me to the first consultant I spoke to. The reason for my cancellation was precisely because of this bad service. FNB does not value clients & their employees never give a direct answer to any question. I only got to speak to a manager after several requests for his his/her name. I have emailed him & received no response. His name is Shaun. I asked for their internal complaints process and no answer was provided. I sent an email to their compliance department with no response to date. I had a better experience with this bank as a student & that’s a pitiful thing because I’ve gone on to other accounts that require more fees but service is much worse. Now I am on their most basic account and I still have to deal with this nonsense.