FNB Private Banking incompetence

So After my complain on the 25th April, I recieved communication that theres a case number for this complaint and that i will be contacted within 5 days.

All i have received thus far is an email that reads: " Good day

I trust that this email finds you well.

Please note the below regarding the item paid fee charge that was processed as a debit to your account with description:

#ITEM PAID

Please note that we have attached your pricing guide to this email explaining this charge, this information is also available on the FNB app and online banking platform, please refer to the pages 53 and onwards to view the charges applicable to your account, in summary:

Item paid fees are charged when the bank honors/pays a merchant for a transaction made when the account being charged does not have a sufficient balance to cover the entire transaction amount.

Your item has been referred to the relevant department to assist with the remainder of the issues you have raised and feedback will be provided to you directly from the team handling these issues."

Now i don't know if its complete disregard for my complaint or FNB thinks i am an idiot. Firstly , there was no attachment on that email, secondly no one has communicated with me since, meaning they are not going to try resolve this with urgency rather continue to tell me about “honoring fees”which don’t even exist , 3rdly, they have not even tried to get me a meeting with their employee and their superior to firstly prove that the consultant confirmed that there will not be any additional differences in the fees on my account accept the fact that my account fees will go down. I have not changed the way I’ve been transacting for the past two years, however since migrating to the fusion account I’m clearly being ****med with fees I didn’t agree to or even permitted.

I am extremely appalled by the treatment I'm receiving from this one of the biggest banks and that they do not value their customers as much as they say they do. FNB is trying to make excuses and drag this process so that i can give up and they can bank the money that they took from me. I want my money back , my Acc migrated back to the normal private banking account and I'm not interested in any further investigations because clearly I’m not taken seriously.