Bad service from nedbank homeloans

I have a homeloan with nedbank, on the 15th of October 2024, as usual a debit order for my loan went off, and then again on the 17th October 2024 a debit order of R9400 went off my account, when I called to reverse it I was told my account was in arrears, and they only reversed 3700, and then on the 30th of October 2024 a debit order of R40575.00 was debited from another account and then returned as unpaid, now I'm sitting with arrears of R13000, funny enough, now one is able to assist from their call center, I'm now worried, as to who Is responsible for this