Debit order disput

I have been using FNB bank from 2013 ,but recently their service is bed ,I have a private wealth account with them ,I requested assistance from them for two debit order refund since from January now we in April ,but I have not been assisted till today ,the only thing that they do they will respond to me after six with no assistance at all ,all they do they just exchange email with me ,and end of this month I'm closing my account with them. Because it's useless to pay so much bank charges but we can't be help ,what the point of having. A private wealth account and pay so much bank charges and get any assistance,the only thing u will do with them is to exchange emails and not get help .