Mistreated because am black

i logged a complaint with FNB after viewing my statement and noticing a huge amount of bank charges, when i called in they advised me it was because of the large amount i withdrew from my account. i told them the agent did not advise me that i will be charged so much for bank fees, if i knew i would have just transferred the money instead of donating it to FNB. i logged a complaint with their service and one of the ladies in their Silverton Branch called me and was extremely rude. she asked me to explain to her what had happend and i told her that i wrote everything in my complaint she must gather her information from there. she raised her voice at me and i requested to speak to the manager, who was supposedly in a meeting and even today still, they have not gotten back to me, since last week Thursday. if i was white she should have gotten the manager on the line immediately or advised that i will get a call back as soon as she was available.