One transaction in 2006 still billed till today

I am waiting 15 days already for a reply from the complaints department, I only get a auto response to say they are still busy working on the complaint. I have discovered after 3 phone calls and a visit to our local bank that I have billed for a transaction that was done in 2006 when I arranged for a R5000.00 cash withdraw. If you add the charges per month and the interest for 9 years, it amounts to almost R18000.00+ for that one transaction and the call centre said they can't remove it. On visiting the bank, the consultant told me it is unheard of and I must go to the ombudsman. I am trying to solve this problem, but as said, the complaints department only forward me \auto responses"and no solution. It looks if no-one has ever removed the charges for that transaction and it just stayed there. I only discovered this \""cash Finance charge\"" when I checked my statement if they have removed my \""protection cover\"" that I have cancelled. """