Nedbank making customer engagement feel like 1918 instead of 2020

I have been trying to speak to a call center person with Nedbank to determine a value of R527.72 that has been deducted off my bank account. I have started this attempt at 11:50am, it is now 12:17pm, I have made TWO calls to their customer care line = they have told me that I need to go to a branch. I am not sure feel like perhaps it is the 1918 spanish flu pandemic not 2020 where we should be able to have an online interaction to resolve my query. Nedbank is going backwards in its customer service. They want to send a push authentication to your phone, which cuts off the call, they dont call you back even though they have confirmed your ID, and mobile number, you then sit for a further 11 minutes waiting for another person to pick up the phone and tell you, a chornic asthmatic to go to a branch for assistance, during a world wide pandemic where asthmatics are considered high risk. I actually have ZERO words for this bank.