Fnb is *******

My fnb scratch and dent policy was canceled in September however the staff member did not sent the email, so R99 was deducted from my account and I had to pay R100 unpaid fees as my account balance was on R0, none of the managers want to speak to me, I have been calling since yesterday. This morning I had to call in and Dennis advised that even though it was a mistake on their side I still need to pay. What is this?? So when a bank makes a mistake the customer has to pay!??? And secondly they don't want to send all the recordings to me where I requested that the policy be canceled and today's recording where I was told management says they will not refund me.