bad attitutde and billing of accounts

I had a debit order on my account that I could not understand. I called Nedbank and all the other agents were friendly, they all took their time to explain where they can. they even gave me general numbers to call just to get a clearer understanding. Then I called Daleen Du Toit, she did not even take the time to hear out my query she just quickly told me that she cant help me and that I should go to the nearest branch, It was as if she was trying to dismiss me. I then got a bit frustrated because I had to understand whats going on in my account. She then told me that the only thing she can help me with is informing me where the debit comes from but she does not know why it came.(that was a debit from nedbank themselves). I do not understand why certain people are hired in positions where they are unable to explain when needed to.