poor service and communication from STANDARD BANK

I have an existing account with standard bank specifically a savings account which was opened in the early 2000's. The account has been opened ever since and was dormant. I visited a branch today (20/12/2019) and to my surprise the account was changed from a savings account to a student achiever and a monthly fee of R9.99 was being deducted for almost two years without my knowledge from the account leaving it in a negative balance. I called the call centre and spoke with a consultant named Sheleni who left me on hold for a ridiculous amount of time as he was "on to the issue" but failed to help me and said i needed to visit the branch as there's nothing he can do. I asked to speak to a team leader and he left me on hold again for +- 10 minutes only to come back and inform me that the team leader named Lesego "is in a meeting and i can wait till shes done if i want to speak to her" Should i not have been informed that my account was going to be changed giving me an option to either close it or agree to pay the monthly fees. Now i'm done with matric and i'm already in debt... debt that i didn't even know about.