Account upgraded without my permission

On Friday, 3rd July, I phoned the Standard Bank call centre to query why did my monthly fixed fee jump from R107p/m to R177.30. Waited nearly 10 mins before call was answered. I spoke to the agent for about 3 minutes - and had to wait another 5 minutes for her to clarify my issue. The agent informed me that my account was upgraded -- but this was done without my permission. I requested that I want to hear the phone call where I requested the change to be done. She then kept me waiting another 10 minutes to speak to her manager - and I eventually ran out of airtime. They didn't even have the decency to call me back to complete the call.

I am still awaiting feedback from Standard Bank as to why my account was upgraded without my permission (and charged the extra fees). Also, if my account was upgraded, why isn't it reflecting on my statements or internet banking? Also, my airtime is finished after holding on for 25min in a 30 min call.