Dissapointed Customer

My name is Njabulo Mbele and I have been with Nedbank since 2007 and I have never in my whole life experience such disrespect from a call centre agent. I would like to say I'm very dissapointed the service I received from a guy called Thabo working from the call centre.. Today I made a call around 12:20 p.m.. The reason for my call was me querying the amounts being taken from my account which is not the first time this is happening.. They took an amount of 750 from my account and when I queried it they advise me its movement due and they don't know about it and today again amount of 480 was taken from my account.. When I called the call centre I spoke to a guy called Thabo and I would really appreciate if u can listern to that last call I made from 950424***081 and advise if that how the agents are suppose to communicate with clients..the guy was so unprofessional and rude to my wife when she was asking for clarity when I didn't understand what he was saying to me, we requested his name and surname but he refused to give me and we asked for a manager but he put me on hold I don't know for how many minutes mind you when I'm calling you guys I'm using my airtime. I'm really dissapointed at Nedbank if that how they training agents to speak to customers it is not acceptable at all.. I am fuming right now as iv been holding on the line for so long and when I finally get someone on the line and the guy didn't even have telephone etiquette and he was very abrupt on the phone, was this person even Trained for this work? Does he know what is required from him? Is this how he normally speaks to clients?. I asked for the reference number and his surname but he dropped the phone on my ears! Is this even allowed? When I'm the one who called.. Unacceptable and Poor service I received from Nedbank. Someone needs to pull up that call and tell me if that how agents are suppose to speak to customers, is this condone by Nedbank? ..i want my account terminated as I can't deal with impudent agents.. Very disgusted by this poor service!!!