Frustrated client

I have always loved FNB and used them for years until now. They have developed a new way of exploitation and customer careless. I'm willing to pay for the service they offer but not anymore. Making me pay double for what I have settled is just not on and they don't respond to mail or call. I have tried to close an account but no one is able to help me due to the thought that I owe them something. Why is it difficult to discuss business with a client and not frustrate me.