Very bad service

I am extremely frustrated with the service I received from FNB regarding a funeral policy debit. My policy premium of R89 was successfully debited on 6 March, yet I was also charged an R115 unpaid item fee. When I contacted FNB through the app, the agents Hlengiwe and Siyamthanda were unable to properly explain or resolve the issue and kept referring me between departments. If the policy premium was successfully collected, I do not understand why I must still pay a bank fee for a failed attempt earlier the same day. I am requesting that FNB review my account and reverse the R115 unpaid item fee, as the premium was ultimately paid. I expect better clarity and assistance from FNB support agents when dealing with customer queries.