What value added services? All charges but no customer Support.

I asked FNB to reverse a card transaction on the 6th of January twice, on my mobile app, secure chat, and telephonically. Absolutely nothing has happened, no feedback, no action, absolutely nothing. Every month I pay for all sorts of funny banking charges that no one can exactly explain what they are for and especially in a digital age are highly suspect. If I am 1 day late with anything I get charged all sorts of punishment fees. But FNB can do what they want and take all the time in the world to recuperate funds that I asked to be reverse ages ago. Is this your Idea of customer service? how can we ***** our clients over the best? How about running an ethical business?