Charged for a service I was told is free

So upset about the pathetic service I just received from your branch support and complaints department. I called this morning as my cheque account card will expire and the replacement card was sent to a Cape Town branch while I live in Johannesburg. I spoke to Simon Nteka and he told me the card in Cape Town will have to be cancelled and a new one issued and delivered to a branch of my choice in Johannesburg. He then added this would be done FREE OF CHARGE. I agreed and he asked me to hold on while he processed the request, suddenly R120 was debited to my account and when I enquired he said it would be reversed....no explanation why it was debited in the first place. I had to ask when...answer was in 24 hours, no apology for actually stating I would not be charged and doing the opposite. I called your complaints department and spoke to Amukelani Ngobeni who told me the system generates charges for card replacements and if branch support says it will be refunded then that's how things work, asked me if I wanted lodge a complaint and told me it would take 48 hours before I receive a response. Why on earth do you have a support and help desk if your agents treat you like you are