Charged a service fee but call center not sure

I saw that there was a service fee charge of R 160,00 on my savvy bundle account. I phoned the call center and spoke to Wendy, ref number ***0. this consultant was not sure of anything and she was soft and i had repeat everything for her to hear me. but the real problem is that i was charged for something and wanted to know for what it was because im on a bundle price of R180. so what is this extra charge for. she says that it is for a cheque card that i got in February 2015 for my savvy account, but i only opened my savvy account in July 2015 and the cheque card that i have says it expires in July 2018 and not February 2018. she refused to sort this out and merely said that this is what she confirms and she does not know what card i have. so very professional from nedbank, cant solve a problem. she basically told me that its my problem if the card was not cancelled or closed. if nedbank changed my account from go banking to savvy then COMMON SENSE would be to close the account because it wont be used anymore. but now you want to charge me and make some extra money. you are not making anything happen for be right now except frustration from your call center agent.????