No feedback as promised by branch staff

Last week i went to your hillcrest branch and had to wait for over an hour and half before anyone noticed me. Your floor staff would go around asking other clients if they can help them but no one came to me. I had to complain after waiting an hour and half just to have my account activated. Your service was soo bad that i decided that im going to close my cheque acc so i paid my over limit fees as advised by the staff and once my balance was at zero i went on the 14 to have it closed and the lady at the branch told me that i had to pay an additional R198 to have my account closed of which no one had informed me about. I asked the branch manager to have the fee disputed and reversed because when i came in to find out what i need to do to have this acc closed no one told me about this 198 fee worse of all it was not reflecting on my acc my acc was showing a zero balance. The lady that helped me promised to log a dispute for me to have the amount written off but she didnt, without my approval she debited my business account for this fee and didnt inform me, worse she wrote in her dairy to call me on thursday for feedback which she didnt! Please reverse this 198 of my business acc and have the lady call to apologies to me for lying.