UNACCEPTABLE SERVICE!!!

After Nedbank had accepted their mistake and refunded me R80.00, I was also charged an honours fee of R90.00 which is still not refunded to my account. I find this very unacceptable as the team leader passed the bucket to me saying the honours fee was my mistake by a debit order not going through, after how many times that I have spoken nicely and explained and shown my statements on their system (by the tellers) how many times, receiving as well a very bad attitude (the kind that says - you're lying) telling me as the customer, she knows her staff, yet she has done absolutely NO any effort counting my pages of statements, trying to understand and solve the problem. The honours fee charge is NOT my mistake and am expecting this problem to be solved soon!! I was informed, when I laid a complaint to the complaints' department, that an area an manger would contact me, and it is now 2 weeks. Never have I ever received bad service from Nedbank, because of the service that I have received, I AM VERY DISSAPOINTED