Standard Bank upgrading people's accounts without consent

I received an SMS from Standard Bank on 2 Dec advising me that my service fee for 2021 will remain the same R119, I then checked my account to see how much I am being charged this year R209, I called the contact center and queried my service fee, they told me that the fee quoted was for an Elite acc and not Prestige, I asked when my acc was changed because I was not aware of the change and my banking app still says Elite. Turns out my acc was upgraded without my knowledge or consent, they logged a call I have still not heard from anyone, today they refunded me 1 month fee and closed my query. Very concerning that a financial institution makes ********* changes to clients accounts and condones ***** by their staff upgrading accounts without clients knowledge and don't have the decency to correct it or contact me. I need my account to be downgraded and refunded for all the extra fees I've been paying since the unauthorised upgrade happened.