Dissatisfied Nedbank customer

Recently I medically retired. I had a credit protection plan in place. Had a very good credit card account. After submitting my claim a small portion was paid with claims made by the consultant that was generated by the system. After complaining another manager contacted me saying there was an error and it will rectified which never happened. I submitted a complaint on Nedbank platform electronically thereafter got a call from another person who acknowledged there was an error but to date nothing has been done. So far Nedbank has frozen my account but continue to deduct from my other bank account installments over R14000 and bank charges and continuing.