FNB - Acting in a **********, ********* Conduct

I have a FNB account and was always allowed cash 2 cash withdrawals up to R6000 in total.

FNB are now charging me R69 for cash withdrawals and removed the 2nd R3000 cash withdrawal with out informing me!

FNB is acting in a **********, *********, thieving manner to a customer who as been with them for 20+ years!!!

Can the banking Ombudsman investigate FNB's conduct!

The FNB person on the FNB app chat refuses to to provide their identification other than "Sibongiseni"