Wrongful charges to accounts

For more than a year i have been charged an online gaming fee of R25.99 for which i did not prescribed to. in September last year a customer service agent (Farenaaz Mohamed) said she would remove the charges. more than a year later these charges still reflects on my statements. I am fully aware that it is my responsibility to view my statement each month and address the queries i have, but this is no way to treat clients especially during this tough economic time we find ourselves in.