FNB investments failed

I called in yesterday to make a withdrawal from tax free savings accounts I spent over R120 on airtime yesterday and agents were not helpful at all kept saying address isn't corresponding even though I made withdrawal 2 weeks ago with them being successful without issues so what change now?! I was transfered to update mh address and agent confirmed theh address was right so why am I not getting assistance from fnb!!! Why must I still bank with fnb because of this pathetic customer service can't resolve my query and 2 years ago I lost 20k with fnb and no update what so ever on the ***** case as to what happened with my money.I keep giving fnb the benefit of the doubt but it's starting to feel as though I'm banking with the government here with this service !!!