Nedbank legal department doesnt have a cooking clue what they are doing

well where to start. Nedbank sad story actually, 13 years ago i had an account with Nedbank, i since 2012 have been with another bank, then i get offered a CC by Nedbank but going through the process of the application on the phone and get advised i have account that has been handed over. which is weird considering you offering me a Credit card now. once i start digging deeper there are 2 accounts on my name one i remember and one i dont that is in arrears. but was handed over to legal in 2013. and is still open, so for 12 years just been incurring the monthly bank charges. now when i am trying to resolve this issue nobody at legal can assist no they going to the inqueires department. strange, according to bank the code of banking practise 5 years is the limit. so i want this resolved and removed from my records, if this is how they treat me now how will they treat me if i open a credit card with them