Poor and Disappointing Customer Service

Nedbank sent me an SMS stating I needed to get my old debit card replaced to a chip debit card free of charge. The moment I received the SMS my old card was deactivated. I called the Nedbank call centre and they advised me to go into the branch. I went to Nedbank at Rondebosch centre and got my new card. I confirmed with the consultant that it was free and she said yes. The next day I was charged for the card. I called the call centre and they advised that they cannot assist me and I would have to go back to the branch. I requested a reversal of the fee in the branch, they informed me the reversal would reflect in my account the very same day. 2 weeks later and I have still not been refunded. I have called the branch numerous times enquiring this and they always say they will call me back and I still not have been called. The consultant that assisted with the reversal, Nicole is always busy when I call and they advise her to call me back but I still have not received a call. Ive called everyday this week and receive the same response. Poor and unsatisfactory customer service!