Greenbacks Lies

We have been charged a Greenbacks linkage fee for the last year and a half up to January this year. We have not seen a single greenback, card or updates. I have called in 3 times, got cut off once and was promised I would be called back. Not 1 person has bothered calling back. I was told the account was dormant and that's why we haven't been credited. How is it dormant if we are being charged a Greenback Linkage fee every month? Conveniently,the linkage fee disappeared from February. We don't want a fee credit, we want the greenbacks that we were charged for. The level of service from Nedbank has slipped dramatically.