Is Nedbank taking money on people account without authorisation?

Why is it soo hard for nedbank staff to solve a query. Why can't they esculate if they dont understand instead of sounding robotic. If anyone out the who works for nedbank would be so kind and can look into my account for me n explain in detail why it seems like my money dissappears from time to time. I would have closed this account yesterday already but unfortunately I've got open trades running and I can only deposit back to this account for now. Assistance I got from a nedbank Team Leader CBD ST Georges was beyond bellow pare. She did not care n did not want to care. Feedback would be appriciated.