Incorrectly charged and statements and broken prom

On the 3 Oct, I visited standard bank Reds Mall to get 12 months statements. when I got to the counter they lady immediately printed 6 months statements of which I did not ask for, i wanted 12 months statements for specific dates. she than promised that I would not be charged for the 6 months incorrect statements. <br> <br> 1) I checked my account and see that I have been billed.<br> 2( she also requested the 12 months that I wanted and promised that I would get a reference number and it will be mailed to me....its now a week later, still no reference number sms and also not statements. <br> <br> Please help with the CEOs email address urgently.