impossible to close a Nedbank bank account without being held ransom for ridiculous bank charges

I closed my account at Sellenbosch branch in early February (4th or thereabout), where my card was shredded, and my online including cellphone banking was deactivated. 2 weeks later I was told that my account is in arrears of due to bank charges which were not yet applcable at the time of account closure. Even though I couldn't really understand the justification for the extra bank charges, I paid the outstanding amount and was was told to wait for 24hrs for the transaction to clear then close the account. Eventually The account was closed on the 19th of March!!!!! In December 2018 when my account was still active, I made an online purchase using my debit card, and due to other issues with the product I purchased, the item amount was refunded back to my now closed account (27 March 2018). For some reason, that do not make any sense, there were bank charges due to the fact that the account was in arrears, and the amount was debited by an "unknown" souce according to the Telephone consultant hen I called regarding this refund. I was then informed that I can visit a branch as they use different systems compared to the Telephone consultants. I visited the branch on the 27th of March and they said, it does not reflect where the money went t, but it's off my account!!

Seriously is this ***** or what??? If I can't get the money back, can you just close the account??????????????