Don't bank with Nedbank

On the 3rd of February 2023 I went to the Nedbank Eastrand Mall Branch and asked to be assisted with the closing of my Nedbank Savy Account to a Nedbank Pay as you use account, I was told to contact the call center as they can't migrate my account due to the overdraft. I contacted the call center and the agent told me that I can't close nor migrate my account I have to open a new account, I kept asking him if this would affect my current account number and he said it has to as I have to open a new account. The agent was not being truthful and as a result I am suffering a charge of R160 for card delivery and the account that I need closed is still opened. Nedbank and it's staff is ***********, they strongly think saying 'sorry' fixes everything, they get their team leaders to call you and say sorry. I regret the day I associated myself with Nedbank. I've lost money and in my opinion Nedbank feeds on the vulnerable and keeps taking money from them. I don't want an apology I want them to do what I've told them to do and for them to give me a voucher for all the stress and anxiety that they've caused me.