Unpaid Transaction Fees

I have a pending requests with homeloans account. I have a naedo tracker which I asked to be reset because I have now settled the arrears. every other month I have to go through the nastiest banking experience all because I'm banking with FNB and I have a homeloan account with them. Yes, due to these tough economic times I had arrears and yes I have asked to reset the debit orders so that going forward there is no missed payments and I know everything is paid on time (I sent an email and logged a query on your website). I paid R6024 as per my arrangement with the collector. I then did purchases because at that time my account was in the +balance. Then a debit order was sent and had obviously returned unpaid because I had already transferred the R6024 payment for June, trying my best to settle arrears. A banking assistant Mpho on the secure chat said I'm having a -balance due unpaid fees. R270 and R390. she said it is calculated at R45 per R100 and maximum being R180. I then interreacted with a certain Charity on the secure chat, the most condescending consultant I have ever dealt with from FNB, she is failing to answer why the information provided by the other assistant is different she even cut the chat when I asked her to escalate this to the manager. if the maximum fee is R180, then why am I being charged R390 and R270? It is the 2nd time in a space of a month that i complaint with FNB, it really makes an banking with you so unpleasant.