FNB 'we used to be here to help you'

I lodged a compalint on May 5th regarding unusual charges on my account. Trying to lodge a complaint via their website or app is virtually impossible. (They used to have an email for that by they removed it). That's why lodge the complaint via this forum. I got a reference number within a day, but nobody has contacted me to try and sort out the problem. Meanwhile a further R850 of 'bank charges' has been deducted WITHOUT any explanation. FNB, do I need to change banks after 35 years of being a customer?