Unfair Treatment of Customer!!!

I discovered this month that fees have been deducted for both inter account transfers and transfers from my Standard Bank account. When I called the call center I was advised that this was 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 standard bank account. I waited for the information on a 15min call!!! Is this treating customers fairly ? It's been a week and no response received. Money is sitting in the wrong account and no assurance from Standard Bank!