Poor service

I recently received my credit card statement where I was charged R480 as a service charge. I immediately called the bank to find out what the exorbitant charge was for and the 1st consultant referred me to another consultant, claiming not to be the one who deals with such queries. The 2nd consultant wasn’t helpful, she kept insisting that the service fee was in the brochure which I disputed as I was looking at it while talking to her on the phone, she then stated that she would lodge a query for a refund. I received an email stating that the query was resolved, yet nobody called nor communicated anything with me until I received an email stating the money was correctly charged as I was being charged annually and not monthly. I was never given an option for this and I think it’s only fair that I am called and told how this was resolved without talking to me and why did they decide on which option I’d be given without my consent. Absolutely poor service!