Disappointed loyal customer

My own bank I have been with for years, I made an enquiry at a branch in randburg, because there were a lot of issues, I asked the consultant why am I being charged for recharging airtime, he phone on my behalf I spoke to a lady who logged a dispute on the 10th June, she said it will take 48 hours to respond and I will be refunded my charges back, on the 20th jun I sent an email asking how far instead I received an email to rate the refund process, I later went to my app to chat to fnb team, whomever I was chatting with said the refund department may be in process, till today nothing is said, when I checked my banking statement I am continually being charged, fnb I am not happy with the services and I am being charged monthly fees I did not agree on it was supposed to be 199 now its more than that.