Lack of TCF

What irritates me about Standard Bank is that fact that they proclaim to treat each and every customer fairly, with their TCF policy they have in place. I recently visited the SBSA branch in Blue Route Mall, Cape Town, where I went to the teller and requested to deposit an amount of money into my account. The teller took my card and requested the money and 1, 2, 3 the transaction was completed. I then walked over to the enquires desk as I needed to make a substantial eft payment. While standing in the queue the consultants were advising the customers to use alternative methods to not incur additional cost e.g. A women wanted a month statement from the enquires desk consultant which she would have been charged R30.33 per month, however the consultant advised the member to use her internet back app to retrieve her statements at no cost (I thought wow that’s great service). I completed my transaction at the enquires desk and was assisted fantastically. I check my banking app a day later and noticed I was charged R495.00 branch fees, for my deposit. I then made a few enquires and was told that my banking package allows me 3 free ATM deposits. My question then is, why when my profile was open with the teller did she not advise me that she would be charging me almost R500 in banking fees to accept my deposit nor did she advise me that I have 3 ATM deposit free of charge that I can use to make this deposit? I would have walked the 20 steps to the ATM, made the deposit and save myself R500? Where is the treating customers fairly now? I requested to speak to the Branch manager who did not take my complaint seriously, to a point where he didn’t even take my name or surname down, even after mentioning that I will be logging a formal complaint, and logging this matter with the Ombudsman, however he persisted with providing me with terms and conditions and not taking my complaint seriously. I requested the manager to provide me with his name and surname and the name and surname of the consultants who assisted me on the day (this was a process as well as he advised he was unable to provide the information as he needed permission. I then advised him that he is able to log into his system and check who last worked on my profile) After being with the bank for 17/18 years and this is how one gets treated. Ps. I previously lost R500 after depositing the money into an ATM, which was raised on 3 occasions within the Plumstead SBSA branch (you can check this) – eventually giving up after receiving feedback stating they were unable to trace the missing money. In total with these two transactions I have now lost R1 000?????