Disgusting service

I called Nedbank about an unauthorised transaction that took place in my account, I was transferred to Ayanda in the Savvy bundle account department, they called it premium accounts, as we spoke she blocked my account and told me she cannot unblock it, this was done without proper process and verification, she went ahead and blocked the card without giving me more information, and she told me to go to a branch to get a new card, my question to her was that why would she block my card without verification and she somehow muted the call, I started speaking alone and the line went dead, she kept quiet hoping that I would get off the line and redial so I can get through to someone else. This is the time of service that NEDBANK offers their clients, I have been a customer for almost 20 yrs and I don’t appreciate this type of treatment. As I type this message I am on a muted call and waiting for Ayanda to come back to the call. Only she knows what she did to mute me.