Unfair deductions from my student cheque account

It's been months I've been facing this but this institution won't take accountability ...I open a student cheque account last year I was told no deductions or banking fees are charged since it's a student account... This year early it happens that I blocked my card and I claimed for another one paid the money required but unfortunately I didn't go to collect it because of personal reasons... After some few months around June I went to fetch my card they told me the card was issued a long time ago I can't get it because it's been months since I got the sms saying I must go and fetch the card they will open a demo card which I didn't see anything wrong because they told me that it works the same as my card just that it doesn't have a cardholder name... Since I was issued that card money has been deducted from account, money is being sent but I get that amount in half not full and I've been reporting but no valid reasons are given to me.