FNB Customer Service Treatment is Painful

I'm quite disappointed in the treatment I am getting in handling my case from this bank. I had R412 go off my account last week under the guise of 'withdrawal charges', I checked through my transaction history and 3-month bank statement to try and locate what the cause could be but I couldn't make sense of it.

I called customer service, they had no idea either and lodged a complaint to which I was meant to receive a call from an agent to resolve the issue but the only call I got was from an FNB sales rep trying to sell me some insurance cover. I went to an FNB branch to get to the bottom of this, the first consultant tried explaining that the fees from 15th March to 15th April had accumulated up to that sum but this was the furthest thing from the truth when compared with the bank statement unless I am missing something.

I was sent to the second consultant who also could not track what exactly this charge was for apart from stating 'withdrawal charges'. I called customer care again yesterday, only to be told the same thing 'a complaint has been lodged and a consultant will call me' but why is it so tedious to get a resolution on the matter whereas on the bank's part the charge went off instantaneously, hassle-free?

I'm exasperated!