Why am I a private client -when I I’m treated like this ?

I am an FNB Private customer , and recently made the mistake , to fall for a **** on the internet -were a company -that eventually turned out to be Tech Global , was offering uncapped LTE for R599 per month -but the first deduction was also pro-rated and the delivery fee ,almost R900 - that’s the last I heard of then countless efforts to phone them , fruitless as when the phone is answered “ it just say an error has accord , and the call is dropped , the e mails you send to them just disappear , no failed delivery note or anything , I then escalated the matter to my private banker , that then transferred me to the ***** department -this man insisted that we cancel my card , that I paid with , and a new one was send -this cost me R110 - when I then asked if money can be reversed back into my account -I was send a form that I had to complete -and now I was dealing with the debit card despites department , I completed the form and send back , to then be told that I must proof that I tried to sort it out with the company itself (it’s a **** website , that’s collecting money **********ly -none of it -the number or the e mail address is real ) - I then send them the article news 24 wrote about this company being a **** -still they send me the same line , they need proof I tried to get my money back from the company , honestly , such incompetence and inability to understand that’s it’s a **** , I’m really disappointed -for the first time -are you unable to understand that the business does not exists -GO LOOK AT HALO PETER , the positive ones is obviously planted