Nedbank don't know a difference between debit and credit

Hi I am writing with a lot of frustration and lack of empathy and lack professionalism I have received from Nedbank. I am a client of with a credit card and personal loan. I decided to go under debt review last year so that I can manage my finances better and Nedbank was notified of this and terms and conditions were agreed upon. On a monthly basis I get a statement from the debt review company which reflects my payments and how much has been paid to which creditor. Nedbank went and deducted money from my current account without any authorisation from me and also having received their monies for the month of March. They have really unfairly treated me as a client and I am left in a negative situation with my family as they didn't only debit my account unfairly but left my account in a deficit. I have gone to the balfour park branch , I have spent hours on the phone with call centre agents but instead I find myself having to explain myself over and over and no resolution. I have bills I have to pay and now I am stranded because of a lack of proper functioning systems and channels at the bank. Unfortunately the it looks like the people in accounts don't know a difference between a debit and a credit because the same amount we disputing says that it's " a refund "but there is no refund instead it's a debit that has left me in a negative position, I have family responsibility and also work commitments I have to fulfil but now I can't as my money has been taken by Nedbank.