Charges for 2 pot withdrawal

I have been charged R710.91 to withdraw on my savings pot. On the public platforms Sanlam is advising the public that they are charging R350.00 to withdraw from the pot, while behind the doors they are charging us R710.91. I am sure desperate and illiterate customers didn’t even check what they are charged. I have been waiting for the “Manager” to contact me and explain the charges, till today!