Incorrect Charges - Unwilling to refund

FNB has charted me value added service fees of R35 a month and service fees of R15 a month for a couple of months now, when I inquired further the online chat team refused to resolve the problem and said I was charged R35 for buying electricity when the pricing guide shows that buying Electricity via the online app is free, I was charged R15 according to the online chat team for buying airtime on the app but the pricing guide says that this is only R2.5 yet the online team will not rectify this problem and just tells me to contact someone else. Furthermore my Ebucks on my account are not working yet I am paying the full bundled price and the online team will not assist and resolve the problem.