charges

Good day

I requested a card last week 26/06/2018 i spoke to someone on the phone they told i can request it online it's free if i got fetch it at the branch than delivering and she told me that from 1 july they will start charging for that okay i didn't have problem i ordered a card on 28/06/2018 a card that wasn't order they guy who assisted me said its free from 1 july its gonna be R90 same day i get an sms saying my card is delivered at the branch went to fetch it the woman who assisted me never said anything about charges, suddenly now on my account i see bak charges of R140 i was charged for 2 cards i called in spoke to nell from telephone banking she told me her system was down she was gonna request a refund she will call me back at 09:40 and she didn't till now. The lies that we get from the call centre guys and the sale representatives is not okay because they telling us this and do the other. please assist with this asap