Branch Manager at FNB Mamelodi not taking ownership

We were at the branch on the 30/12/2017 to withdraw money from our Club Account.We were told that the notice was placed but then all our money was transferred to my mother's individual account and there was going to be charges of +/- R600 on the withdrawal that we wanted to do.The signatories says they were not informed about the charges to be incurred on the transaction but instead the consultant who was assisting them told them that is how they should do the transaction but did not explain to them that they were going to pay for the transactions.We complained to the staff member who was assisting us as they said there was nothing they could do about it and also the fact that this old people were told that they must load beneficiaries by themselves at the ATM of which it was unfair for them to just instruct pensioners to do such transactions at the ATM as they have no clue how it must be done and after the frustration on the very same day we asked for a manager to log a dispute regarding this matter and then a very friendly lady by the name of Esther(Manager) came and said to us that we may proceed with the transaction and she will reverse all the charges for the withdrawal transaction after 2/3 days as she is aware of such complaints and will take it up with the staff member.After not receiving feedback for more than 2 weeks my parent went back to the branch to make a follow up regarding the reversal and then she met with a gentleman by the name of Mr Malefahlo who said that he is the branch manager and he therefore told my mom that he wont reverse the charges.After having this conversation with my mom he was asked to give me(Thapelo) a call to explain as to why he couldnt process the refund that was promised to us in December we couldnt reach a conclusion as i told him that we wont take or accept his reasons as we were promised a refund he then hung up the phone and he immediately told my parent that he has been long and my parent has to leave the office as he already spent more than 15 minutes explaining the same thing.He told the client that he doesnt want to get involved anymore and said that the client has to wait for Esther to come back on leave sometime in February or on the 07/02/2018.We strongly feel it is unfair for a manager not to be able to resolve this matter and push back the problem back to the client.Mr Malefahlo did not put himself in the customer's shoes and was already rude and had a bad attitude.We would like to know if this is the service that the Mamelodi branch is giving as we also have a business account that we opened in Lynnwood branch with friendly staff.