Misinformation and misleading customers!

On the 23/11/2017 i called standard bank requesting for my investment certifcates spoke to a lady she told me the will cost me R85 when asking more questions she told me shell transfer me to a different department because the systems are down . A guy picked up he said the same thing and gave me a number to call, but the still transfered the call again. While am on hold call cut off i then called the number given to me Nonjabulo Hlongwane picked up i told her i needed my certificates and i need them all as i have never claimed for tax before and asked her if there are any charges she said there are no charges at all. Okay no Nonjabulo confirmed all my details and the email to send them to with me.I still asked her how many they were and if she is sure that they are all free. She disclosed all the investment certificates she wad gonna send me and confirmed that they all free and i will not be charged for anything. Okay after confirming my details she told me ill 1st get a confirmation letter which i did not get because age sent to my old number, i asked if ill get the email with certificates before the end of the day she said yes. Later on i called in again checking on my resquest i then spoke to Sthembiso he said the certificates have been sent to me and i should get them by the 25th lol okay i told him that it will be too late by then. Okay fine i ill use them the following year. But again i asked him if they too if certificates are free. he also said yes they are all free they will not charge me at all. Alright then he confimed the email sent to and the cell number. Which the cell number Nonjabulo used are actually old numbers. Fine later today i receive the email with the attached certificates. And when i check my bank balance my money was short.? and when i check the statements 170 * 2 went off my account! How does this happen? Can i have all my money back as this will also affect my debit orders to bounce please. And as this was never the agreement between me and Nonjabulo because she and I never spoke of any amounts charged on my request. And repeatedly i asked and she said NO even Sthembiso said No charges! Please refund me please! And i will not be paying for any bouncing debit order fee too. Thank you Regard!