Nedbank Consultants are the worst

My Mother needed a bank statement from Nedbank, we could not get it from the app. we called the bank to ask them to send to us. the consultant by the name of Langa assisted and sent us a statement without a date or stamp yet they charged her. when we called again they told us they cant get hold of him and they are not sure if he knocked off or not. so they charged us yet we cannot use the statement