Horrible service

I have been contacting FNB for the past 4 days without any luck,firstly I spoke to a guy called Thapelo Baholo,he promised to have my issue resolved within 24-48 hours,but apparently when I called in today to speak to Innocent he told me that there’s no query logged,now who’s fault is that? Last week I made two POS purchases which were successful,the following day I withdrew all funds in my account and to my surprise on Saturday I log into my app and all of a sudden there’s a charge of R120 of insufficient funds charged from my account,how is that possible cause when I made those purchases they were funds? I am reallly sick and tired of this bank,it ain’t making any justice for me,as soon as I get time I’m going to close my account,please remove that charge,ASAP. You guys don’t appreciate or value our clients at all!!!!