FNB Sub standard service

How can one get anyone at FNB to contact me ???? Please advise if you know the secret...... Private banker - just rings Forex control - no email answers and phone just rings . A forex transaction has been returned , they want to charge a fortune - do you think anyone will try and help ..... NO . This has been going on for days . After this I will e looking for a bank that may even have the decency to return my calls and or even offer an explanation before imposing penalties.