Still no response to statement query 12 days ago

On March 3 I queried an account charge with FNB for February. At no time in the month did I go into overdraft yet I was charged an overdraft fee of R57.00. The only response I have had to date from an actual person (not all the system generated responses) was from Pertunia Maphanga (Service Consultant) on March 4, who thanked me for \my interest in an FNB Overdraft product\" and advised that she had forwarded my email to the FNB Fast Apps department. I take it this means she thought I wanted to apply for an overdraft (?!).<br> <br> I emailed her back on March 11 to follow up but have yet to hear anything. Firstly, this turnaround time is unacceptable. Secondly, why does FNB have people manning their contact addresses who cannot understand a simple complaint and address it accordingly? Thirdly, when are you going to hand this complaint to someone who can actually address it? My reference number is SD***.<br> <br> <br> "