Charged but no service

Good day,<br> <br> Two weeks ago I received a call from Nedbank to advise me that my work visa was due to expire. I let them know that I became a permanent resident in the meantime and they asked me to email them copies of passport and permit which I did. Then they rep**** saying I must physically go the branch to submit the originals. There I was refused as I didn't have a proof of residence which they failed to ask me to bring along. The next day I go back again with all docs and finally they take everything. The next day I see my account is frozen yet they charged me R300 for being an \immigrant"I email back and they say sorry they forgot to unfreeze my account. Two weeks later I want to place a notice of withdrawal from my investment account but have an error message saying I failed to submit document!! They forget to give me the complete list of docs"