No sense of urgency and putrid customer service!

I am beyond livid with FNB! I requested a 3 month bank statement and was then charged R468 x 2 for interim bank statements that I did not request. The agent told me it would be R40. When I called in I get told it's still within the turnaround time! That was the last of my funds and I NEED it! You people take my money without asking and now want to make me wait for an error you made???