Day light *******

I made an online purchase using my credit card on a foreign website. The exchange rate at the time of making the purchase was 8.9 RUB to 1 ZAR. Taking this exchange into consideration, I made the purchase. To my surprise my dear bank FNB concluded the payment at an exchange rate of 6.8 RUB to 1 ZAR. I contacted the Forex department, the agent said I need to contact their Card Division, I was then transfered, got through an agent at Card Division and they said I must talk to the Forex department. After going back to the Forex department, I was told to speak to the Card division. Endless circles! I explained to the Forex agent my issue, he said hold the line and again I was transferred back to the main FNB customer care menu. This isn't the first time as a private wealth client paying exorbitant fees for completely pathetic service over and over again from a bank that claims "How we can help you!". Investigate into my query else this will be lodged with the regulator!