FNB/Wesbank NO service at all

I paid my Isuzu X-rider in full a month ago there was a surplus of R480 on it they still haven't paid that back and no communication from them. Then there is a *****ulent transaction on my account just as they issue a new card before the expiry date. The transactions were from Uber I don't even have a Uber account. Between myself and my husband we pay almost R700 for their "private bank" package that is supposed to be special the gold account holders get better service