Go into a branch and ask to speak to a "manager".
These are a very rare breed (almost extinct nowadays) of banker whose job it is to ensure the banks customers get a good deal. If you go into a branch and are told that that particular bank doesn't have a "manager" leave and go to a different bank.
Online banking is great for day to day stuff but what do you do when things go wrong? Phone India? No thanks.
I pay charges at the bank - nothing like the amounts discussed, but enough - worth every penny as if there is a problem I speak to Mr Brodie, my "bank manager" who helps me out.