FNB do you know your customers?!?!

We have had our trust in my father's name, on transfer in 2013 at the centurion branch we took ALL the paper work required to move this account on to me and my husband's name as the new directors. With ALL the paperwork as instructed by FNB. FNB lost this and we had to go through the process for MONTHS to get this issue cleared. In 2014 our account had to go through the KYC AGAIN! Using our personal banker we started the painful process once AGAIN in October 2014, finishing it per FNB's requirement and a lot of hard work from Coreen Kruger in February 2015. In March 2015 I get an email from someone at FNB centurion branch wanting to confirm an appointment (That was never made) to complete a KYC or the account will be blocked. Now in April 2015 my husband gets an SMS stating that FNB will block the account because the KYC was not completed. After numerous phone calls to *********** FNB, pleading and screaming this was sorted. Now there has been an amount of just over R9000 deducted off our account without our authorisation form FNB insure, the number as reference is not working and no one can assist us. WHY? Now we cannot get hold of any one to tell us why this went off and for wha