SERVICE KEEPS GETTING WORSE!!!!!! VERY DISAPPOINTING!!!!!

I recently laid a complaint with FNB regarding bank charges that were not supposed to be charged from my bank account for the first six months of inception. FNB, responding to my complaint, promised to resolve the matter within 5 working days. 5 days has collapsed and I have not heard from them. Instead I tried to reach out via the chat on the app and I wasted 1 hours chatting with 3 agents. One of them said she sees my query and got off the line. The other two have since been reading the chat history as they said but never got back to me. A WHOLE HOUR. ALL I'M ASKING IS TO HAVE THE 4 MONTH OF MY BACK CHARGES REVERSED. THEY MANAGED TO REVERSE THE CHARGES FOR THE 1ST TWO MONTHS SO WHAT SEEMS TO BE THE ISSUE NOW.