African bank does not stick to its agreement

I have had a long relationship with a African bank but this past fee days have been a nightmare. On the 17th of June I made a payment agreement with them on a recorded line that I would pay R150 on my load account and received sms confirmation of this agreement. On 25th of June they debited almost R1500 which is not what I agreed. I have called their customer service multiple times and spent so much money doing that. They keep referring me to now go to their branch to sort this out. Today I went to the centurion lifestyle branch and apparently I have to wait some more days for the reimbur*****t to take place. I submitted and update all my fica documents as well . I have not received any sms or email to say that this matter is being looked into. It's very disappointing and honestly at this point I want to close this account because this bank does not stick to it's agreements even if the agreement is on a recorded line.