FnB: misleading fee structure

FNB is not clear on their so called free ATM withdrawals. Their website sets a maximum amount of R9000 for my account, yet when I quried fees on my latest statement their bankers provide a " brochure" stating a maximum of R4000 for the same account to justify the charges. Despite my queries FNB have not yet explained the reason for this discrepancy and refuse to refund fees levied to my account. Misleading, confusing and downright disrespectful by ignoring my query. Most disappointing from a bank with a motto of "How can we help you".