Bad service

I went to the branch due to charges that I never used to have,banker said I must phone call centre I did that,call centre informed me that the charges started May 2015,I only noticed only March 2015,the account I have from 2007 never had those charges till 2015 May and i was never informed of new charges mostly swiping card at the shops that has always been free on my account, call centre informed me to go to my domicile branch to reverse the charges, I told the lady that I don't have a branch since my account was opened at pick n pay store and it's closed,she then said any branch will help,since I was in the branch I went to the enquiry and manager requested reference number, I did not take ref number to the call, there fore she will get it from call centre and assist further, she called me the next day and it happened that I was around I then went in to the branch to my surprise they could not get the ref number to my call, I then ask that they phone current account division they did that and they got the ref number to my call ***4 as the service champion is on the phone I hear her consent about the branch to be charged, not my query that they could not solve I was so hurt.