Bad service

Nedbank has given me worst service. I emailed them to recall some money for me that I had paid incorrectly to my Municipality. I got a reply back that they do not recall money from Municipalities. I emailed them that they must stop the recall as trying to get money back from my Municipality. Today I get charged R394 for them doing the recall. I want my money back as I have been communicating with them all the way. They said they don't recall from Municipalities so how did they do they do it.