Customer service?? more like no service!!!

I phoned the customer care centre to query card charges on my statement which I have never seen before on my statement, I explained to Neo (call centre agent) that the charges should be reversed as I am not supposed to have card charges on my Elite banking account. He rep**** that the terms of the package have changed, I then pointed out that this was never communicated to me and even sent him all correspondence received from standard bank in the last 12 months, thus confirming to him that this was never mentioned or communicated to me by standard bank. He then cc'd me in to a email he sent to his supervisor Rendani (surname unknown). After which I never received any feedback what so ever, I subsequently sent emails to Neo requesting feedback on my query on 10 March'15 / 22 March'15 / 9 April'15 & again on 11 May'15 and I still haven't received any feedback. This is very poor service especially since I have been a client of standard bank for more than 22 Years!!!!!