Free spousal account being charged monthly fee

An absa consultant called me a few months back in order for me to migrate my gold account to an Ultimate bank account and I was informed that my spouse and my children will get free accounts. When we eventually went to open my wife's account after I migrated, I confirmed with the consultant at the branch that my wife will get an Ultimate account for free. Since the first month she has been charged the monthly fee and we went to notify the branch to assist us but we are still waiting and this is now almost 2 months. I logged a complaint on the website and I received 4 separate emails with almost the subject line and the exact same body. See below: (C-***8 ) [ ref:!00D1r01GluM.!500Si0GmYvq:ref ] - 17 June RE: PROGRESS ON YOUR COMPLAINT – (C-***8 ref:!00D1r01GluM.!500Si0GmYvq:ref) - 12 June RE: PROGRESS ON YOUR COMPLAINT – (C-***7 ref:!00D1r01GluM.!500Si0GL4kA:ref) - 3 June RE: PROGRESS ON YOUR COMPLAINT – (C-***8 ref:!00D1r01GluM.!500Si0GmYvq:ref) - 11 June

Dear FAWAAZ,

Thank you for raising your concern with us and allowing us the opportunity to investigate and resolve your case. I have received your case and giving it my full attention. For any future correspondence regarding your case, please quote the following reference number: (C-***8).

Our case handling procedure is as follows:

The case has been assigned to me and I will investigate and consider all relevant information. I will provide you with feedback as to the progress on your case in at least 2 to 3 working days. Please note that the time that it will take to resolve your case depends on the complexity of the matter. You will be notified of the outcome of the investigation and final decision ASAP. I do apologise for any inconvenience that may have been caused and would like to assure you that we will provide you with the best quality service at every step of the way.

If you would like to contact me, please feel free to give me a call on or reply to my email with the same subject line.

Yet this issue is still not resolved!

The fees we were charged for my wife needs to be reversed into her account and this issue needs to be resolved. The only reason we came over to absa was because her account would be free. Otherwise we will cancel all accounts with you