Banking fees for pensioners

An Optimum (pensioner's acc) was opened in Feb to help me get reduced banking rates. In May I realized no changes and a Key West front lady couldn't help. So on 7 June I went to Crradlestone branch and a consultant went to her manager forconfirmation. The manager established that it was indeed Optimum but fees had not been reduced. So I should go to whoever changed my account in West Gate. I complained to Nedbank client but to no avail.