Poor Service/ No communication

Having communicated with the bank on the 29th Sept about bank charges ( R499 a month) and a change in profile, to date nothing has been settled nor any communication about the status has been received. Instead, they slapped on another charge onto my account. Initially, they promised a response within 24 to 48 hrs, but to date no advise has been forthcoming. Have been banking for over 30 years with them, should have moved to another bank years ago.