Incorrect Billing and lack of resolution

My husband opened a Private Banking account and was told about the 50% spousal benefit on offer. I latter switched banks in 2021 through our then Banker Travis to benefit from the reduced monthly fees. I however was billed R400 monthly. My husband sent an email to standard bank in March 2024 to enquiry why I am being charged R400 as opposed to the 50% spousal benefit. The email went unanswered by Ashika, Fast forward December 10th, we called again and dealt with Buhle who escalated the matter to her senior. It is the 23rd of December close to 2 weeks and we have not yet received a response or resolution on the matter. I am going to be incorrectly billed again as nothing has been done on my account. Can a head office representative please assist to close out this matter timeously. I cannot continue following up on the matter.