Quick to take your money, slow to refund

Opened a account online which was very efficient, however had to go into the branch to pick up my card. Then they charged me R120 for the card. The person told me that I must phone her to refund the fee as I not suppose to pay a card fee for a new account. Phone her and logged a call, few days later still not reversed, had tot phone again and spoke to another person who said the said person will phone me back never did. Absa you were not even suppose to charge me money for the card, just refund it already.