Errors Made not being picked up and fixed

TWO mails done via the new log in have not been responded to. Forced to deal with issues through a broker to sort out queries. 1. They merged funds and charged over R1000.00 to me and it has now come out that this is an error and 'if queried by a broker' will be reversed. This not only looks like an error but as they are aware of this, looks a bit like theft. Customers should have been contacted immediately, apologized to and this reversed. 2. After the merge, the accounts changed (NO NOTIFICATION TO ME) and my transfer at he beginning of the month left the Bank successfully and is now siting in some form of suspense account. I now have to wait an additional 5-7 days (IF LUCKY) to get this resolved. Really, you could not have sent a note o me who phone number or email has not changed for over 10 years?