Nedbank call center is pathetic

I bank with Nedbank and my credit card is in card collections with Nedbank. Yesterday I got a call from Nedbank making an arrangement to pay them and we did make that arrangement now I was doing a transfer from my Nedbank cheque account to credit card and the app said error and went off I tried again and it said error again and went off only to receive an sms notification that the payment went out twice. Now I am calling Nedbank to do the simplest thing, reverse the second payment as it is an error they put me from one department to another no one was willing to help me. The last person I spoke to was Palesa in Card Collection department whom I explained this to her she then said ohk and put me on hold and later dropped my call without assisting me. What could be the problem in getting into the account, checking the error and reversing the second one as anyone can see it is clear it's a mistake no one can make the sam payment twice same time instead of one big amount. Nedbank is really failing me