INCOMPETENCE DELUXE

I have been trying to get a query resolved since 21 February. NOBODY from FNB is able to give me an explanation as to why a debit order was "unpaid" WHEN I HAD SUFFICIENT FUNDS IN THE ACCOUNT. I have now been charged R208.83 By Telkom thanks to FNB's INCOMPETENCE. The staff member who rep**** didn't even mention the R208.83, but refunded me with R8.50 "as a gesture of goodwill"!!!!! Who is liable for the refund of R208.83 - FNB or Telkom????? A senior staff member should attend to this, not a little clerk who isn't capable of checking my account.