Commission charged for telephonic arrangements

In was telepathically contacted by a representative from WesBank in Feb 15 to make arrangements on an arrears amount on my account (# ***). When I received the statement in March 15 an amount of R463.98 was charged as commission for the arrangement. During the telephonic conversation with the representative in Feb 15, I was not informed of any commission charges for the arrangement. Please note, this commission amount is charged over and above the normal interest of (R325.32). I've tried to contact the Collection department on a number of occasions, but there is either no reply or once you manage to speak to somebody, the call is just dropped. Can anybody please provide me with proper information?????