STD Bank error- take my money - no response from Milnerton Branch

On the 16th August 2017 I collected my Credit card from Milnerton Branch, Cape Town, Zandi helped me, I gave her my latest Utility Bill and ID which she made a copy of. She gave me a sealed envelope which I opened and had to sign and return to Zandi for my new credit card. At first I was going to change my PIN number but then I told Zandi I remembered my PIN and we checked that it still worked. I left with my New credit card and papers from the envelope. A few days later on internet banking I saw that I was charged R31-50 statement fee on my credit card. I phoned card division and explained I did not request a statement nor was I given a statement and they basically told me that they cant see whether I walked out with a statement so they cant reverse the charge - this is what they think of their customers! Card division said I must go to Milnerton Branch and they must request a reversal. I went to Milnerton on the 08th September 2017 and a form was filled in to "Log request to Reverse Statement charge R31-50 D/D 16/08/17" On the day Zandi said she can't remember but she thinks she did not give me a statement. I was told that I would receive an SMS with a reference number and that Zandi would have the Bank Manager deal with this problem. To date I have received nothing from Standard. This is the second time STD bank have taken my money because of their error. I want this resolved and my money given back to me.