EXTREME POOR CUSTOMER SERVICE

FNB homeloans is deducting debit order adjustment fee every month while l am paying via stop order, l have sent about 5 emails asking what is that amount for without getting a reply except the auto reply which says they will reply within 24 hours of which they never did I decided to call them on Monday the 8th of January 2021 l was on the line for about 45 minutes before l was transferred to an agent who could not tell me what the amount was for she promised to escalate my query to her seniors and promised me a reply within 48 working hours which expired on Wednesday the 10th of February 2021 but unfortunately l am still waiting for their reply