Bad service and lack of help

I went in to the branch to change my account and get a credit card. The lady told me that the credit card won't cost anything, that it comes free with my new account. I also asked her to link my credit card to my new account. A week later I found that my account still appears to be the old account, my credit card was not linked to my new account and my account was debited with R135 for my \free"credit card. I tried emailing theit help mail"