Poor service delivery

I had 3 payment online unauthorized from my account and immediately call the client care line last night. I spoke to someone and was very unhelpful on getting my money back and gave me no choice but to cancel my card. The payments was still unprocessed. I then went to a branch to get a replacement card and the advisor who helped in the branch called the call centre and was told that I will have to pay R150 per transaction which was clear not communicated to me on the call. I am a loyal customer to your organization and I do understand things will take time for the investigation however it's my hard earned money that was taken from my account without my knowledge and all I want is to have it bac****!