Urgent Refund Request – Private Clients Account Charges

I am writing to formally request a refund for incorrect charges app**** to my account. In July 2025, I was upgraded to a Private Clients account and was assured that the monthly fee would be R150 for the first three months, with the price locked. However, I was charged R500 instead. I raised this with my banker, who confirmed I would be refunded. Despite being told the query would be resolved within 7 days, I have not received any refund to date. Due to the lack of resolution, I downgraded my account. Shockingly, I was then debited for both the Private Clients account and a prorated fee for the new account. I’ve been informed that the money is due to me, yet almost two months have passed and I still haven’t received it. I’ve been a loyal customer for years, and this experience has been extremely disappointing. I feel overcharged and underserved. Please escalate this matter urgently and confirm:

The total amount due to me. When I can expect the refund. What steps are being taken to prevent this from happening again.