Account debited without my consent

Hi, My Nedbank CCard fell into arrears, I got a call from Rehana asking me to make payment. I emailed her on the 3rd March asking her if I can arrange a debit order. On the 9th march she asked for my id number which I gave her. On the 13th March was account was debited for R5200 which I was not aware of leading an RD on my account. On the 25th R5200 was taken off my account. I was/am prepared to pay my account but how can Rehana not ask me when do I want the acc debited and what amount I can afford to pay?. From the morning of the 25th till close of business Rehana left me hanging. My last communication with her was at 10am when she said she was referring this matter to her manager nothing till 3pm when I contacted her.At 3pm she said he can't do anything BUT she didnt tell him anything from 10am till 3pm when I called her. R5200 going off my acc was a big amount and I had debits going off that night, she never gave a toss! She said she was helping me by telling me to go to the branch and ask them to reserve the debit BUT knowing that they will not do it. I AM SO UNHAPPY WITH REHANA SERVICE!!! CAN YOU DO WITH A R5200 SURPRISE FROM YOUR ACCOUNT. I HAD TO BORROW MONEY TO PUT IN MY AC