Nedbank call centre can't resolve issue because managers "hands are tied)

Called last week to speak to an agent to help with my credit card issue ( was still being billed for budget fees after I had settled my credit card,) agent did not get back to me after 4 days, then called again to query , this time i ask for a manager and then a Mr Zazi Mngomezunu took the call . Explained the whole issue to him at least 5 times for him to understand but , not sure whether he understood or knows how to handle such queries, he kept telling me his hands were tied (at least 4 times) ,he then said he will in investigate and call me tomorrow, but he ask another lady agent to call me the next day and she said MR Zazi the manager said that( I MUST CONTACT THE COMPLAINTS DEPARTMENT TO RESOVE THE ISSUE BECAUSE HIS HANDS ARE TIED. and he once again mentioned that his hands are tied . What a waist of time , nedbank is robbing me of my money and they won't help resolve it, because their hands are tied. Not sure how nedbank can tell clients they can't help because their hands are tied. This is not the service I expected from Nedbank , one of the leaders in South African banking