Saswitch fees still charged when assured that clients could withdraw at any ATM during level 5 & 4 lockdown

Nedbank states on their website that there would be no saswitch fees charged for using other ATMs for the duration of lockdown yet when I pulled my bank statements I was charged fees for April and May. I brought the matter up with someone in branch, he called the relevant department and statement sent to them for reversal. Its been 4 days now and I havent heard anything nor have the funds been refunded! I think that is very shocking and poor service on behalf of Nedbank at a time like this when a lot of people are out of work and people were assured that they could withdraw funds without incurring additional costs during lockdown from their closest ATM and I am quite certain I am not the only person that Nedbank has gone ahead and taken saswitch fees from.