FNB

I recently had a query with regards to banking fees. I went onto FNB's website and logged an incident. 2 days went by, I receive an email saying that they attempted to contact me at a certain time, without success, and attach the banking fees letter, and close the call. I have proof that I was not contacted whatsoever, unless my own bank does not have my telephone nr. I logged a second incident, this time as a complaint and refer to the first query, nothing happens. Another 2 days for by. I log into the secure chat asking for help there, and I am told that the device I am using is not verified, with instructions on how to verify it online, however this does not work on their website. Then I get told that the online chat is an digital platform only, and I still couldn't get the issue resolved.....3 unsuccessful attempts just to speak to an individual regarding banking fees? Is this the way FNB is really helping me