Nedbank lack of service

I had a transaction declined because they suspected *****. The lady I spoke to then suggested I change to a new MiGoals plan Savvy plan. Nowhere did she mention that this would it be a new account with a zero balance so I presumed that the balance would be brought the same as the account remained the same it was just a cheaper option for bank fees. She just said that I would receive my new cards in 3 to 4 days. When I tried to make a purchase however, I discovered that that there were no funds in the account! When I phoned the call centre again, I just happened to get the same lady again and she was adamant that she had told me that it would be a new account, I then asked what about all my debit orders and she told me that I would have to go into the closest branch and arrange for the debit order switching. I then proceeded to my nearest Nedbank brank where they told me I would have to draw a statement and return the next day. This is what I did however, when I got there with the statement, I was advised that this was not enough and that I had to have all the details of the various debit order in order to do them one by one on their app. I spent the last two days trying to get all my debit orders changed over the new banking details myself. I have been banking with Nedbank for over thirty years and have never received such appalling service. My whole portfolio is with them, and I am tempted to move it over to bank that values and actually cares and appreciates their clients. Service, what service.