First National Bank - very disappointed in my bank

I have been a loyal FNB customer for some years now. I have various accounts including a Business account with FNB which includes my Home loan. Today I received an sms from SDK attorneys requesting a payment of R507.26 as FNB handed the account over to the attorneys. When I contacted my Private banker - Tebogo he could not tell me which account it was for. When I contacted the attorneys they said FNB instructed them to collect the outstanding money. My question is that WHY do you hand over accounts without making calls or notifying your customers of outstanding fees? I did not once receive an SMS, letter or email from FNB notifying me of outstanding money on my account. I do not even receive a statement for this account. We have been treated so badly by FNB in the past 6 months that I wish I can settle all my debt so that I DO NOT ever have to deal with FNB again. In August we made an arrangement with FNB towards our home loan due to the Pandemic. We received a letter from FNB confirming the arrangement but they still went ahead with a summons on our House. We were in a terrible state. It took us almost 2 months to get feedback from their attorneys which they told us - sorry we made a mistake the summons has been cancelled/withdrawn. My question to FNB is - who is going to carry the legal costs I incurred because we had to also get advice and requested assistance from an attorney? Now I need to carry these costs for your negligence. When you call the call center nobody is available. They say you have a private banker - who by the way is never available and takes ages to get feedback from them. I am extremely disappointed in my bank.