Double payment - Staff doesn't know what is going on

Dealing with Nedbank is a nightmare. They debited my homeloan early and then again today. I went to the branch who said they can't help me. I called and was put through to collections, even though my account is NOT in arrears. Spoke to Shamiera for over 23 mins, only to be transferred again to collections for some or other reason. After holding on, the call cut. This is such an unpleasent experience. I did not budget for a double payment and not a single person working for Nedbank can tell me why the system was not updated after the first debit took place. I was contemplating moving my homeloan and today's ecperience confirmed I should go ahead.