Incorrect charge and poor service

On the 29 th Nov 2010 i transferred R15 000 to my clothing account (Ackerman's) by mistake. I called Nedbank to request a recall and they me a form to fill, the form stapulated that a fee of R250 will be charged whether the recall is successful or not, however the recall was done successful by ackermans. On the 5th Jan 2020 nedbank deducted R394.67 when enquier with them they said the recall charge was R394.67 and not R250 but the form that i signed stated R250. I sent an email requesting my refund and clarity on the 6th Jan,then olivia mike client service resolution manager sent an email that they are looking into it but till to date i haven't heard anything, i sent 3 follow ups emails to Olivia mike but did not brother to respond. I even attached the form that i signed with the recall charge of R 250 and not R394.67