Bad customer service and false promise

I was promised by Lebogang Maupa that the card replacement fee of R110 will not be charged on my account, she will manage my account and should it be charged , she will request a reversal, I called on Monday the 21/10/2019 to request the reversal of the R110.00 charged on the 19/10/2019. I was promised by Etienne that the email was sent to Lebogang and she will get back to me within 3 working days, no feedback until today. I called in today to follow up on the reversal of R110.00, cancellation of the premier card and a monthly account fee charged on my account of R109.50 , R39.80 and R32.70. I spoke to Noluthando who referred me to Gold desk but I was on hold for long without any respond.