Disgusting service in times of crisis!!

I am absolutely appalled by nedban**** In april last year my husband got very sick with a neural illness and as a result he couldn't work therefore I fell into arrears on my account towards the end of last year and have explained the situation to nedbank and have on several occasions requested bank details to make manual payments which to date, I haven't received. My husband started a business even with his illness in jan but now due to the lockdown, he and the rest of my family cant work and I am now the only breadwinner at home but to my surprise, nedbank had taken 3 debit orders of my account preventing me from being able to feed my family!! I called the call centre on Tuesday 21st april and spoke to a girl who was very understanding and apologized for the unauthorized debits n said I will receive a refund by Thursday, I did not receive the funds so I waited till today (friday) and called the call centre. I first spoke to Lerato Dastila who told me the refund will not be done as account is in arrears, I told her I am aware of that but obviously I cant help the situation n I asked to speak to the manager. After holding on forever, an extremely rude lady by the name of Bongi khanyile, answered, I explained the situation and her response was absolutely rude n unprofessional saying that I am in arrears from before the lockdown and she is only entertaining a refund request because of the lockdown but she can only refund if I make an arrangement, I said to her I can make an arrangement to start paying from the end of June as I have repeatedly said I need money for groceries and I am the only one working, she refused n insisted I pay from this month!!!! So basically she expected me to lie to her in order to get my hard earned money back, the conversation was going nowhere as she was not willing to compromise, therefore I got no assistance! It is absolutely disgusting that nedbank is being so inhumane to their customers during this difficult time. I have an interview with enca and will be taking my story to the media so the world will know how horrible this bank is to their customers!!!!