CONSULTANTS TELLING DIFFERENT STORIES!!!!

I never thought that i would actually write a bad review about Nedbank. I have been with them for years and the service i received the past few days was honestly disgusting. I approached nedbank to assist me with reversing debit orders. Yes i understand that i accepted the mandates. But after i explained my situation i was assisted after one consultant said they couldnt but then the other assisted. Friday again i was debited by the same company and i was informed that they would be able to assist me but the systems were down. I called this morning spoke to a very rude consultant who said they couldnt assist? Yet it is the same company?? They assisted me before with the both the companies even though there was a mandate in place. I am so dissapointed. Because i told different stories