Diabolical action

Received a call from an attorney that account had been handed over for collection. Amount in question just under R404 and was for service fee's. No prior communication. Related parties to the trust account in question have had relationships with FNB (and it's predecessor) for close to 60 years. Significant investments held by related parties as well. This type of legal action, that may cost the bank more than the amount of service's recovered, justified, without any prior contact? Why would we wish to retain the balance of our relationship with them???? Diabolical....