FNB Motto ' How Can We Help You' does not always apply

I am 76 years of age and have an investment of over R10 000 with FNB resulting me in qualifying for 'Free Monthly Fees'. For the last three months I have been charged fees resulting me having to go into the bank at Scottburgh to have it reversed. The consultant merely allows me to use their phone to call their centre and after discussing the problem with them the reversal takes place a couple of days later. This is ridiculous. Today I was in the bank and was told 'we' would have to speak to the call centre to have it reversed.