No service from FNB after unjustified deduction of fees

Seems that FNB tries to solve problems by just ignoring customers. Since December 2022 I asked the management via emails and personal visits to his consultants to reimburse unjustified fees from the year 2022. Except one empty promise I haven't heard anything anymore. The worse excuse was that my email would have ended in his junk folder. Emails from contacts with a subject of an FNB product don't end in the spam folder! How can one treat customers like that and don't even answer at all anymore? I find this kind of behaviour very disrespectful. Problems should not be solved just by ignoring the customer.