Bad service at Home loan department

Yesterday i spoke to a consultant named Vuyelwa from the Home loan department. I had a query regarding my account being on arrears and the debit order that was not done. She explained to me that apparently they did not have my employer details so the money could not be deducted. I wasnt sure about this because when i was applying for the home loan i submitted everything. We made arrangements for the payment for February month. She assured me that she has loaded the debit order for the following day. Today in the morning a called to see to it that the debit order was loaded. The lady couldnt confirm because she had to speak to the lady that was helping me the previous day. She promised to call me back. She did not till 15h00, of which i made the call at 10h11. I had to call again and spoke to a lady named Phumelele. I informed her about what happened and my panic about the payment as my account is in arrears. She made me wait and confirmed with the collection department and they said the money was debited today already. I am still not sure about it as i have not received any notification or any changes in my current balance. I am so disappointed with the service i received. I had to use my time and airtime. Hold for minutes as im waiting for the correct person. Each consultant transfers you to the next consultant. It is sooo frustrating to find your account in arrears and you know exactly its not your fault. Let alone calling the bank so that they take their money direct from your account even though arrangements were made prior. Phumelele also mentioned that i do have a home owners cover but i dont have the bond ability. It is not included in my monthly instalments. I dont understand because i made arrangements for all of them when i app**** for a home loan. This is something that one cannot understand. Im very upset. I dont even know if the debit order was done. I have lost hope with nedbank.