Rediculous admin fee

I got a call from Absa branch in Brits on the 7 th July 2015.They promised to call me back to resolve the complaint & they never kept their promise.I was left with an empty promise & my complaint is still pending.I fail to understand why r they refusing to return my money because their client services was poor.If i was provided with good service in the first place,i would have made the necessary arrangements & would not have lost so much money to their admin charges.Disgrantled by Absa bank...