The service from a failing bank.

What did I do to deserve this type of poor service. Last year in September I made a mistake with a debt review company. I phoned FNB to find out what I needed to do in order to reverse the problems caused by this process after a bunch of money was taken from my accounts. I was told to send through a AW 17 letter (I think that's what it was called) and the money would be reversed. I did this about a week later as soon as I got the letter. Then I waited a couple of days and nothing. I phoned again to find out how long it would take for the money to be returned I was told 5 to 7 working day so I waited 8 days before I called again. Then I was told due to the debt review I won't be getting the money back until everything is up to date. I would have understood this beter if I had all the information beforehand but FNB'S communication with their customers SUCK. In November I called again to find out what accounts was in arrears because I got some money to try and get them up to date and the person spoke to said she would call me back, still waiting on that call but it doesn't matter now anymore. I decided to just pay what I can on the accounts. I was phoned about a revolving credit plan that I still need to do one extra payment on and i split it in two, I don't remember what exactly the agreement was but I paid as I could. Then recently in January after the arrears on that revolving credit plan was paid and the account in good standing I was handed over to attorneys for another loan that I had no idea was one month in arrears. Again communication SUCKS. Now on the 17th of February I called to find out if I wanted to use the revolving credit plan, how much would I need to pay in, in order to use again, I was told the I would have to pay in around R1500, so I paid R1373 and today (20th February) I talked to the team of bankers and the person I spoke to said the money won't be available for 6 to 12 months because I am in a recovery period which I didn't even know about. The lack of communication, compassion and support that you have towards your customers is revolting, but hey I guess that what its like with digital banking. You don't need to care about your customers anymore we're just binary 1's and 0's. You remove the human component from business to get more than you need and who's going to care about the PEOPLE that build this bank that slowly become a symbol of a failing South Africa. I would've been able to accept all the consequences of my one mistake if FNB would just have explained everything properly in the beginning but they decided not deliver on the service they've promised and that I am supposedly paying for every month. So now I will be fighting tooth and nail to fix this, I already made an insurance company do what they failed to do now its the banking industry that needs to start apologizing and start treating their clients with more respect.