FNB - get it in writing beforehand

Was called in April by Themba Kunene (FNB representative) offering me to take up a credit card. He acknowledged that I have a gold cheque account and stated that the monthly fee would be waived if a R1000 positive balance was maintained in the account. I confirmed this numerous times with him and he agreed. Needless to say the monthly charges are going off (only the verbal contract exists - I've signed nothing). I contacted customer services but the level of disregard displayed over the past two months has been astounding. I requested FNB to review the conversation and to provide me with it as they always state that it will be available upon request - good luck trying to get this right. You're just your account number at FNB, forget about being recognised as an individual. Lesson learnt: get it all in writing beforehand. Would like to see if I get some cookie-cutter apology or response about t&c's.