Unfair Treatment of Customer

On the 4th of February 2020. I logged a complaint. Response received was that it would be treated as urgent. Its the 18th of February 2020 and no resolution provided. I have to continue to explain! Fees have been deducted for both credit card and no disclosure nor explanation provided. Clarification requested, no response! Call center advised that fees were changed from 1/1/2020! I have received no notification Further I requested for a transaction to be reversed and advised that it costs R200 and there is no guarantee that it will be reversed. Although it's a closed standard bank account! Is this treating customers fairly? I have asked several times what is the SLA on resolution of a complaint no response received!