Promise not fulfilled

So, I last my one card and the other got swallowed by an ATM. I contacted customer care to order new ones. I forgot the consultant who assisted me, through out our conversation he does not tell me about the amount to have those cards replaced. The following day I receive a low balance notification SMS. Get to the office, logged into my internet banking and boom, I have been charged about R124 for each okay, I do not mind but I wish I was told so that I am well prepared and well aware. I send an email to customer care, a friendly lady ( Who's name I have unfortunately forgotten) assists me and apologies.

Fast forward to Friday. I receive a call at 09:51 am from ********** , a gentle,an by the name of Sibusiso contacts me. Tells me he listened to the call and he is just calling to advise me that those fees will be reversed back into my account.

Long story short. It's not done as I type this.

Answers please.

Regards, Binta Kabwiz