Don't trust Nedbank

I can't express the frustration and disappointment in Nedbank at the moment. Imagine waking up on the 1st January with an unauthorised debit order of nearly R14000 of our account. When we queried it, It was for our credit card account that they say we haven't paid since July, but we've sent Ishram all the POP's. Despite the fact that we have stuck to our payment arrangements and are now short for our Home loan, they don't want to reimburse us the full amount. Do not bank with them. I want to know who authorised this debit order to go through or I will speak to the Ombudsman.