Making up charges

Last month I had a random amount go off for "telephone banking - R13.91". I called and eventually had this refunded as I've never used telephone banking, nor does Nedbank offer it. This month the same thing went off again. After speaking to a supervisor, I was told its actually a charge for internet banking., just because its the same amount, they just guessing. I say this because I have had my online profile for over 10 years and NEVER been charged this. You already charge a fortune PER EFT and notifications as well as monthly service fees. I also checked with my family members who use nedbank online profiles and they dont have this charge. this is ******* and *****. I am already in the process of closing all my nedbank accounts because of these issues. I want this amount REFUNDED