Disgusting Customer Service & *********** urgents

I requested Nedbank to debit the settlement amount I've been given, which was supposed to go off by the 24/11/2017. I realised on the 25th that they have not debited. I called again in the morning, the urgent who assisted said the bank is not allowed to debit settlement loan amounts I should rather go to the nearest Ned bank, I told her that is crab. I called again Monday the 27th, the urgent said she seen the notes on their system but doesn't know what happened and she'll find out and get back to me, she did not call me back. I called this morning the 28, was transferred to a different urgent who said I should hold on, I did so for almost 15 minutes without any further assistance. I called again another urgent assisted and transferred me to their team leader called Nathasha, she was so rude, no client oriented at all, I asked her how come her urgents speak different things, what is their process exactly, she told me she cant speak for her urgents they'll debit my account on the 29th, but I must take note that the settlement amount might have changed, I asked her how is that my problem considering I gave them specific instructions and they did not play their part. I am so disgusted by their poor customer service and inconsistency in the way their urgents respond to clients.