No assistance and no resolution

I reported issues on my sons accounts mid December. They cancelled the one sons card where 3 similar amounts were deducted. They put me through to another department as they said that this is not '***** related' where both sons account has eight rand deductions sometimes a few times a day for some 'Declined Foreign.. something'. This is not the first time I reported such an issue to FNB, both boys game online and make online purchases. If the bank is aware of this 'common' issue should they not have protection in place? My one sons account has been getting these deductions for over a year now... I phoned in January after I received no reply from FNB. They said that I have to use the chat app... I did and they could also not assist me... So I went to the bank where I was immediately turned away at the door. I was told by a very nice lady that I have to phone or use the chat. I told her I already did without results. She then said that this is the only way as they cannot assist me at the bank. She then gave me an email address to try. I emailed this customer care email address where I received a reference number and a message saying that it will be resolved in 5 business days. Then I received another email saying that the issue has been assigned to a Service Resolution Advisor. My one son received his money back for the three deductions after almost two months but he still did not receive his new card and nobody bothered to phone for arrangements. My others sons account is still having deductions of eight rand constantly it is now far into minus and counting. I have been a FNB client for easily 24 years now and have life protection, law on call, debt protection plan etc. with FNB. In January I also wanted to update my Will as I pay a monthly fee... They took forever to reply. Super disappointed in my bank...