FNB hypocracy

I have been a client with FNB for 5 years, I'm a writing this purely as its the most confusing thing I believe to ever have happened to me regarding this bank. At first I was too much of a credit risk due to not having a good credit profile. I then tried to sort out my credit status however this has never been good enough for FNB, I have never qualified for any of their credit facilities except for their temporary loan facility. I have been offered a number of other products though including and FNB insurance, Funeral, Law and in December a life Cover on the 18 December. I received a call from a call center apparently not an FNB but they do sales for them, the very persuasive lady completed a sale with me which due to the fact that I was interested agreed to let her do the sale on the basis that FNB would check with me again in January if I was still interested in this promotion. Till today all I know is they have debited my account since the 31 December, the 5th of January the End of January and the end of February amounts differ from R243 for December and R540 for the other 2 months. I am convinced that based on the little memory I have regarding that day what was spoken about and what has happened is not what was agreed upon, especially the fact that the promotion would only be active from January and that was not the case. I requested a recording of the call and the was interrupted due to the fact that I couldn't listen to all of it and asked for the recording so I could listen to it myself so to hear what constitutes a valid sale as they have told me...I requested the recording on Thursday the 7th also called them on the 8th even went to a branch on Saturday and was told they do not work on weekends, have been told this has been escalated however it does not appear to be the case. My main concern is that if I am never any good for any of the credit facilities why is it that they can justify offering me new products and now one that even costs this much, seems to me FNB is only happy when they are making money of me.