Empty Promise / false advert of a product

I have a survy bundle account with Nedbank. When you get to the age of 55 years. You are entitled to get a monthly reduction to your subscription account is reduced to R49 per month. I have been twice to Fox street branch and helped by Ashim. Each time I am there I am promised that I will get an SMS confirmation for my reduced subscription. Nothing is happing, I am being charged R115-00. What must I do to get this issue sorted. This is irritating and unprofessional . Why must I wait for 2 months for my account to be sorted??? I am not happy with the service, consultants don't keep to their promises. Please let me know if this issue will be sorted or I must close my account and go somewhere I will get great customer service.