NO Care attitude of Branch Manager and Staffmember

On 15 December '17 I visited ABSA Southdowns to discuss increased bank charges by 100% for 2018. After arriving first in the branch at 8:30 I waited 50min for a consultant to help me. The consultant informed me that the fees will not apply as I am activated on the Spouse Account discount and that I should ignore the sms i received. This was not the case and the full increased fee was taken from my account (R50 pm to R110 pm). On Tuesday 2 January, I phoned the branch and spoke to Paulina (Branch Manager). I told her that I do not want to sit in the branch again for another 2 hours on this query. She took my number and promised to come back to me. I followed up with 3 calls of which only one was answered and where someone said Paulina is out of the office. I decided to leave work early to visit the branch again. Again, I have waited for 40min before being helped. Paulina confirmed that I was registered for the Spouse discount for nearly 2 years and she could not determine why ABSA is cancelling the spouse discount. She promised to follow up with head office and query the change. Again, no feedback. I left the situation on Wednesday and hoped that she would provide feedback. On Thursday 4 January, I left 3 messages during the course of the day for Paulina to phone me back but did not get any call. I phoned at 11:51 this morning and finally got through to Pauline who rudely informed me that she is busy with a client and will contact me later. This is not the first time that I complain about the service delivery of this branch or the total lack thereof. Could someone please escalate this matter to solve my valid problem and advise where I can lodge an official complaint against the performance review of the branch staff?