Failure to response to complaints

This is my last complaint before taking the matter forward with the Obudsman. It can not be, that FNB refuses to give response to a complaint that is valid. What is worse they keep on with this unscr uplous behaviour and individual account looting that it has become normal. Just as i am still waiting for a response on complaint ***NF laid on 28 November( not just a response, I need FNB to pay back what I was wrongfully charged as an allowance), they have gone and done it again. You go to bed with a certain balance and when you wake up ypu have less money in your account with no transactions recorded (of which i have proof). This has really become a thing. Is it part of any new banking processes that we do not know about?

Fnb please sort both issues put asap.