Charged R616 for e-mailed bank statements!

I went into our local branch to request bank statements to be e-mailed to me, the teller notified me there was a charge to print them, but she could e-mail them to me for no charge (which is actually what I wanted).

The bank then charged me R176.00 + R440.00 from my account as "Fee recovered for" and "fee-copies supp****".

I e-mailed the bank to query and request a refund (assuming a clerical error) as I was very clearly told by the teller that there would be no charge. I received a phone call notifying me that they could not and would not be reimbursing me for the 'fees' deducted from my account. Not negotiable. Surely this is not an acceptable practice? No other banks charge to e-mail statements to their customers. Time to move the families accounts to a new bank: suggestions welcome.