FNB POOR SERVICE

FNB debit accounts when, their is no founds in the account, for service fees, I then told them please change my date for these charges as I only get paid month end, the did not this was in October last year, it then happened again, then told them this is messing up my credit as my account keeps going into a negative @ the time, they log a queries in November last year, I escalated it last week, the said its going to take 24/48 hours, as I type this complaint they still have not refunded me or even gave me feedback, I have been with then for 5 years now and this is the kind of service I get. my Ref on this case R***