Bad service Nedbank

Poor service in that on the 11 September a transaction of R845 happened in my account, they sent a decline messase I declined it, but yet the amount was taken using my card, I have since tried calling them, been holding in the line for more than 10 minutes everytime i call, I have called more than 7 times no one pick up that line. This is a very bad client service , as I do my everyday banking with Nedbank, all.my loans, and mortgage are with them, Can I please be reimbursed my money. CPT-244364 that my case number