RBS Citizens Bank locations in Erie, PA

Usually I'm satisfied but a recent charge of $20 was attached to my account that I was unaware of and when I tried to get it taken care of the manager told me after weeks that she could do nothing about it. Other banks have better systems to inform customers in the change of status on their accounts. This attempt was a matter of about three months. When a customer does banking and the computer screen comes up it should inform the teller of all transactions on the account and the teller should go over or at least ask if the customer would like information of the changes that occur in their accounts since their last visit we as customers like that option and appreciate any information that we may have overlooked. I would like that and know that other banks do do that.