Entire customer service system is completely broken

My credit card expired in July and Nedbank sent the replacement to Johannesburg to a branch that I have never once been to, despite the fact that I moved to Cape Town years ago - and when my debit card expired a few months ago, I got a replacement in Cape Town. I spent many hours on the chat function on the app trying to get the credit card redirected to Cape Town. That was not possible. I heard a lot of contradictory information from the different people I spoke to but they all agreed that I should have been sent a message to ask where I would like the card delivered. I never got that. I also asked to speak to a supervisor, who was obviously unavailable at the time, and they never phoned me back. Instead, I had to cancel my card and get a new one. I decided I didn't need a credit card so I just let it expire. Obviously, I was still paying bank fees on a card I didn't even have. When a friend of mine was ****med, I realised it's a good idea to have two different cards in case one gets blocked, so I ordered another one. I told them I didn't want to pay for it because it wasn't my fault Nedbank sent it to the wrong city. When I picked it up, I saw that they had charged me for it. I asked them to remove the amount from my account. Not a single person in the branch has the authority to do that. They told me I had to do it on the phone. After a lot of time talking to someone through the app and having to wait long periods because they were on multiple calls at the same time, I was given instructions on how to cancel an investment instruction (because they forgot who they were talking to). Eventually, when they addressed my actual concern, they said that there was an error on the system and it would be refunded within 24 hours. That was on 19 November. The charge is still on my account. I am so unbelievably exasperated with Nedbank. I have a number of accounts with them, and if I didn't believe it would be incredibly time-consuming and expensive, I would have moved every one of them over to a different bank by now. I really wish I could charge THEM banking fees for all the time I've wasted trying to sort out my own banking and getting absolutely nowhere. But instead, it's the end of the year so all the fees will go up. And THIS is the calibre of service you're getting for your money.