Incorrect Charges on my Prestige account

Can someone please contact me ,for the last two weeks i have been calling with no response ,each time i call they advise that they will escalate the query and someone will call me nobody ever does Reference number *** ,*** and*** im getting the feeling that no one knows what they need to do and every consultant just blows me off by saying they have escalated and will call me back .

My cheque account has been staff for the longest of years as i am married to a staff member and now the rates went back to normal rates ,please confirm .

PS :Im am not going to a branch to stand in the social distance queue for 4hours ,just to fix the mess that standard bank has made on my account .

this whole mess started when there was ***** on my card and a new one was issued .the sms was sent to a number that i have not used in 10 years which is strange .

Thanks Nicholene Tshabalala