Scotiabank Annual Trust Fees

I too have had my trust with those thieves for over ten years. This year they charged me double and over the original $498.00. I emailed several times and Aramantha Radilla Florez said don't worry we will take care and get your money back. They charged me $1,067.00 then returned $533.73 to my CC. I then called her several times and she would not answer. What recourse do we have? Is it possible to go to the local Scotiabank and get some? Thanks