I logged a call and they cancelled it before help

I normally do not go through my bank statements, this month I opened and view my statement, I saw that there was a deduction of over R25.00 each month which I did not know of. I then went back as far as last December's statements and I saw that these people have been deducting from me. I then phoned the bank and i was told that they were a tracking company working on behalf of standard bank. I was shocked because i do not have any write off or judgments on my name.Fnb gave me a standard bank's numbers to call. I phoned standard bank they told me that as per the new law they cannot help me, my bank was supposed to investigate. I was upset because they are supposed to know that standard bank cannot help me personally but they must investigate as my bank. I was then emailed the document to complete allowing them to investigate. I later received an email from Fnb telling me I must complete the document correctly. I asked them how to complete it because I had completed the all spaces provided. They told me to write the deduction dates and since when, the deduction took place meaning I must pay for bank statements and I do not know how far back the deduction took place. Complaint closed