Poor service and am disgusted again

i called fnb to assist me with my account and they advised me that my app have to be verified before they assist me , i told the consultant that was done few weeks ago after i was being transferred from one consultant to another and she advised me unfortunately she can't assist me i have to hold for the verification department to assist me as she can't see any update on her side .. she later come back and told me unfortunately she can't assist me with my enquiries as they have informed her that i have to pay R350 first for me to be assisted. my question to FNB why should i pay R350 for verification of app ,why are we paying bank charges and service fee if we cant be help if we want to downgrade our account due to the economy that is affecting our finances