Reversal of the charges

I have been banking with Nedbank for more than a decade. Last month, I went to Southgate branch to upgrade my account to a premium account. I was with my colleague. We were assisted by a guy who upgraded our accounts to a private account without explaining anything about this account, without even telling us about the charges of this account, after payday, we saw the charges and went back to him for downgrading our accounts as we were not aware of the charges. He downgraded then and promised us to get our monies back, that did not happen. We then,called Nedbank for the reversal of our charges. They reversed the charges for my colleague but not reversed mine. I have been calling them but there’s no outcome. They just tell me that the senior manager of the branch will call me, even today the manager did not call me. I even contacted their appeal department with no help. This service is disappointing.@Nedbank please sort out this mess.I have sent emails to your complaints department yet nothing has been done. It’s been three weeks now