Shocking Service from Private Banker

I have been trying to get my private banker to contact me regarding a refund since the 24th of August. RMB closed my bond upon the sale of my property and did not refund me the full amount due. No one is able to explain to me what the 'Other charges' are for that appear on my statement.

I have contacted the service suite multiple times as well as my banker directly and have had no response.