***** and customer service gone wrong

My card was some how used for a transaction while it as in my draw at night 2 months ago and I was charged for a new card, I had to beg for my refund of the card and still waiting for the transaction amount refund for more than their turn around time, I have been on their private banker profile so I requested assistance from my "banker" who failed to respond to me so I thought what is the point of all of this? I requested a down grade two months ago and today I received a call to downgrade me...so they did and I am now burdened with pro rata costs that I was not informed of and now we await Lerato team leader of the lady that was processing the downgrade to call me. FNB you have lost a lifelong client. I will be posting this on twitter and facebook aswell