Banks Fault, Customer pays for Mastercard

1] Nedbank Mastercard admits fault to a complaint, [a staff member is sent for training] , yet they do not refund all costs incurred. Case number ***0. Nicolas Govender has not responded. 2] Nedbank Mastercard sent an sms to me stating the due date for payment for December being the ninth, Amount debited on the seventh, charges accrued to my account. I have sent a screen shot of the s.m.s to the bank, no refund received.