Deducting immediate transfer fees twice

I have been using FNB for the past 3 months.

3 days ago, they deducted R622 for service fees.

When talking to an agent via tha chat (Shirley), she said it's the immediate transfer fees that has accumulated.

This does not make sense as FNB deducts the R30 immediately when doing an immediate transfer.

Why do they deduct it twice. I am extremely angry about this and the agent (Shirley) kept saying the same thing over and over.

This is really bad support and taking money that should not be taken

We don't even receive breakdown of the fees deducted.