Staff at absa incompetenct and misleading clients

I went to absa bank and asked to downgrade from a cheque to a savings account. I was sent to someone who explained that I will need to open a new account as I cannot do the downgrade with same account number. fine we opened a savings account, and asked how long it will take for the account to close and the lady said it will close automatically after a few day. to my surprise I was told that my account is still active and has accumulated charges. I explained what I was told by the lady at absa bank and they denied. I called her and she denied having misled me, now I have charges that I must pay. apparently absa went on to deduct money on my account without my knowledge. my account has been handed over for collections for something I did not do. I want to find out if that is the way absa treats clients.