Private clients poor customer service

I have banked with FNB since 1984 when they were still Barclays bank . I have a private clients account which i pay quite a hefty bank charge on a monthly basis to get preferential service and access to "Private Bankers". I dont often contact the private banking suite but honestly what are we paying for ?I got double billed on my credit card by a cellular phone company and after numerous attempts at making contact with a private banker i was instructed on how to request a reversal of a transaction using the FNB Banking app . That was a week ago , today i get a mail from the bank saying that they cant cancel the debit off my card as it is an agreement between me and the service provider. Are they that blind to see that it was a duplicate transaction for exactly the same amount , debited in the morning and then again in the evening . not happy with FNB attempt at customer service at all !