Nedbank Chat Support: Inadequate knowledge

I had an amount deducted from my bank account with a strange reference. I have no idea what the amount is for. I started a chat and spoke with Brian Cele. I am not sure if he is not qualified to provide the necessary support, but he could not provide me with the necessary information and kept saying it's a crossborder fee for international payments. The more I told him I have been paying 3 international payments for years with NO weird extra charge the less information he could provide me. It honestly seemed like he was guessing on the information he was providing. I NEED STRAIGHT ANSWERS. How am I supposed to sort something out if I don't even know what it's for. The support I received was ridiculous!!!