Incorrect Billing and no communication

I am once more in a position where I need to lay a complaint against this bank. My account is barely 4 months old yet it seems that I may have made a mistake switching banks. I logged onto my internet banking this morning to view my bank charges that have been debited. NOt only was I charged the R149 which is the amount agreed upon for the totality of my bank charges on the platinum account but it seems I am being charged for internet banking and other random admin charges that should have been INCLUDED in the all encompassing fee as was agreed and I would assume contractually mandated. Furthermore I app**** for a loan which was supposedly approved 3 months ago. I have not as yet had any feedback from an actual live person nor have I received any funds even though I have called in repeatedly and sent my documents through repeatedly (which is redundant considering my salary is paid into Nexsaid account). CAN ABSA POSSIBLY BE INTERESTED IN CUSTOMER SATISFACTION OR IS IT ALL ABOUT MAKING MONEY??? I want resolution!!!