Poor service from Nedbank

I received a debit for service fees on my cheque account on 28/01/2020. Since my account does not attract service fees, I contacted the bank telephonically and was told I must look at the new 2020 terms and conditions. I went into the bank on 21/02/2020 and after explaining my query I was eventually advised that this was a system error that the bank was aware of, and that it would be rectified on my March statement. If the bank was aware of this problem, why did they not send an SMS advising their customers of this?