FNB lack of service!

I just called FNB after noticing that this month there are 2 separate and different banking fees deducted from my business account. The first call-center agent who tried to assist me went through the complete verification rigmarole and once I asked my question for clarity on why there are 2 banking fee deductions, she had to put me through to another department. The new call-center agent "didn't need" to verify me, until she heard my query and then started with the verification process again! She then proceeded to tell me that I needed to access this on my banking app, however my business account is not available on my banking app. When I told her that I could not do what she wanted me to do via the app, she insisted that that was the only way to get any assistance. How can FNB expect clients to activate stuff via the app when the particular account in query is not available on the app? I would like someone with some experience and interest in assisting me to call me, to get this sorted out.