Nedbank and its employees have no sense of urgency for issues that affect their long-term and loyal clients

If I could give no star, I would. I am loyal Nedbank customer. I have banked with them since I was a teenager and in general I have been impressed with their customer service over the years. Hence the decision to move all my banking to them in recent years. However, my current experience with them and how nonchalant they have been regarding a matter that continues to take money from account has left me horribly disappointed.

Last month, on the 11th of May I alerted Nedbank that I was having a recurring issue with Microsoft debiting my account 4x for two consecutive months and even after cancelling my subscription with them, they continued to debit my account. I visited a branch and at the branch I was told to call the customer service line. I was patched through to the department that deals with card disputes and the person that I spoke to on the phone then became the contact person. I was sent a form to fill in and was told to share all the information regarding my case and they would investigate the matter and get back to me in no later than 6 weeks, I was also advised to block the card and order a new card (another expense), which I did. To my surprise, Microsoft debited my account again even though I had changed my card as advised. When I reached out to the agent via email (following up on the email that I had sent), I got no response. I continued to follow up via email with no response. I then eventually reached out to Nedbank via social media and provided the details of the case as well as the person that I had been dealing with at Nedbank. Only then did I get a response from said Nedbank employee and to my surprise I was told that they did not receive my emails ( even the first one with all the information that they had asked for). I then had to resend the documents, of which I forwarded my original email to show time and date stamp. This was at the 4 week mark which meant that they had probably done nothing about my grievance. I then asked that since they had not attended to my matter, could they please give an indication of when I can expect this matter to be resolved. I got no response. Today I have had to follow up AGAIN myself. I was especially annoyed that when I told the agent I was talking to via social media that Microsoft had debited my account again, I was told to fill in yet another form. I have not done this because if no root cause investigation has been done to understand why this has happened in the first instance, what guarantee do I have that it won't happen again. They instead wanted to follow the same procedure (blocking the card and issuing out a new one) and make me pay for another card. I refuse to do this. The bottom line is this : I trust Nedbank with my finances and I honour my end of the bargain monthly but if they can not take funds being taken out of my account seriously then I question they efficacy as a financial institution and their ability to make us, their customers, feel that our money is safe. To date, I have lost close to R5000 but perhaps it does not bother Nedbank that much because this debit was made on my credit card and they gain because it appears as though I have spent the money and so they can charge me interest for it. I am really disappointed in the customer service that I have received regarding this matter and how Nedbank employees have no sense of urgency and have no regard for the financial set back that this has and continues to cause me. Why must I be the one to continuously follow up with your agents and employees? Why are they not bothered by the fact that a client is complaining about money being taken from their account without their consent? Why doesn't the financial institution that I entrust with my money take my grievance, especially one related to me losing money every month, seriously? I have so many questions and with each one, I ask myself why I continue to entrust an institution that clearly has no regard for me or my finances with my finances?! Nedbank, please fix this! I do not want to continue running after your employees for feedback and most importantly, I just want to know how you will reimburse my money. Yes, I have been loyal but I am not stuck. There are other options out there, don't make us ,your loyal customers, start considering them...