Incorrect charges, and ignoring requests

I have recently made an additional investment to my daughter's Satrix account, on the forms stating additional investment. Satrix, however, created a new portfolio, duplicating the existing one. I noticed it, and luckily it was consolidated quickly. Now I am trying to get Satrix to reverse the fees and consolidation fee that was erroneously charged, but the (delayed, if at all) response I am getting is that it was charged correctly, as a new account was opened. When I show on their form that was submitted that it states additional investment I am being ignored..... It is not a big amount, but the principle remains I would like to make an additional investment for my other daughter as well - but who knows what will happen?!