Cheating Customers out of money

So today I noticed several R1 transactions on my online statement saying "data purchase/airtime purchase" I then go and check to see if this was ever charged before because as far as I am concerned I have never had to pay for online airtime, data or electricity purchases. I contact the call centre chat, obviously confused and have a ton of questions. Denise James takes the chat and first takes nearly 10 minutes to respond to my initial message, then during our chat takes 4-5 minutes to respond to a message but doesn't answer any of my questions. Act condescending when I mention that her responses are contradicting. I ask for a manager, she says she's getting one then comes back almost 15 minutes later and says I must call complaints dept, what happened to you getting a manager for me? Denise simply tells me the charges are for purchasing on digital platform. When I ask what it's for and since when has this been app****, she says it's effective since January 2020. I ask why have I not received communication about this, and all she does is send me the pricing brochure which for one does not prove that I have received it prior to this. So my question again is, why was I not charged prior to 28th March if this took effect in January. I also asked for the proof that I have received this communication before today because I've never received this brochure. She doesn't answer my question, instead she insists that I go and look at the brochure and look for the price changes under the Savy Account details. Again, this doesn't answer any of my questions. What I see now on this brochure is irrelevant because it was not communicated before and I was not charged before 28 March. She keeps telling me to check my account fee structure. At this point I have asked more than once for a manager and I am yet to speak to one. Eventually I tell Denise if she doesn't put her manager on I will be going to social media, so she goes and gets Jenelle Mathou who then tries to tell me she can't phone me because the phones are not working, I refuse to accept that and again mention that I am posting a review online and suddenly like magic, her phone works and she calls me back. I explain that I want all the R1 charges since 28 March to be refunded back to me because I was not informed prior to today and I am happy for them to charge this as of April since I have now been informed. She says she can't authorise that because they are doing me a favour by not back dating the charges as far back as January since I wasn't charged since then. I obviously refuse to accept that and mention that their technical issues should not be on me and I should not be penalized. This is no favour to me. Keep in mind about a month ago they also let our personal information get out. Right now I don't know if I trust this bank any more and I feel that this poor service coupled with these unauthorised charges and nedbank customers details getting out - I think I should change banks. Right now I am waiting on Ettienne Neetling who is supposedly the senior manager. It's been a hour and I am on hold with no word from him whatsoever. This can't possibly be customer service, this is horrible service. Am I going to get compensated for my time? I want to be compensated for my frustration clearly caused by these staff members, for this manager not coming to the phone, for going into my account and applying charges without discussing it with me and for my personal information having gotten out. Initially I just wanted the R1 charges to be reversed but now I want compensation! I will change my bank if this doesn't get sorted. I don't know if I can trust you any longer. Imagine that R1 charge every day on your account and 100 other customers, it adds up to a lot of money. Our country, the WORLD is in a crisis and you're trying to cheat us?