Never been more disappointed... First National Bank WORST EVER!

I cannot believe FNB! I have never experienced such bad service!

After disputing something on my account (completed the form accordingly after I have spoken to FNB) I had to log a complaint on Hello Peter, to get some sort of feedback. After almost a week - of sending the form back, a lady gave me a call, promised that she will find out why I have to pay a fee - which I had to informed her of, because she was not aware, but I saw it on the form...

I now received an email:

"We refer to your enquiry regarding the following credit card transaction/s on your account:

AMOUNT MERCHANT NAME DATE R **.00 Mrs Anna ** 18/05/2018

In order for us to confirm the disputed transaction/s, we have to request a copy transaction voucher from Mrs Anna M S J Pepler

Kindly note that the voucher retrieval fee is R95. This amount will be debited from your account.

Please confirm if we should proceed with the voucher retrieval process, your confirmation should be in writing within 07 working days upon receiving this communication.

Should you have any further queries, please do not hesitate to contact us on the number provided below.

NOW my question is..? Why should I pay a fee - if I dispute something, which could be ***** - because I do not know what transaction that was / is. First time ever that I am disputing something on my bank account, since I have opened my first account - years back. (Needless to say, I should have stayed with that bank - moving to FNB was the worst mistake EVER!)