Nedbank-Beware of this bank

For years now my partner has had problems with his reward card. Card never worked even when he changes the password it only works on the system saying it was changed. Now days one cannot change a password at the bank anylonger. This year I also noticed that the rewards seems to disappear as if someone is buying on his card. Yet the card is not able to work.That means it can only be an inside job? Reported it via bank and the Manager walks into a wall the same as my partner. TIME THEY GIVE POWER BACK TO THE MANAGERS OF THE BRANCHES. Call centre is also above the law and refuses to accept POWER OF ATTORNEY. Forensic department also has not come back to him either. And claimed at the time it was reported for investigation that tiktok and something else on cell stole the money, utter nonsense as there is no tiktok and tracking systems on our cell. The reward money cannot be transfered either and nothing can be linked. Can it be that someone at the call centre can be in control of this card?