Nedbank - Poor Service

I do have an so called Optimum account with Nedbank. Due to that account I am allowed to deposit cash to the amount of R5000 without any charges as per the Bank Manager that period of time when I open this account. Apparently this person is on pension for a year now as I try to contact him already.

During January I deposit a amount and handling fees was deducted two times from my account. Talking to the bank consultants is a waste of time. However I have two reference numbers ********** 3 (since January 2019) and ********** 3 since 13 February 2019 which meant nothing to me as a client of this bank.

They did not solve my problem or even come back to me with some feedback what so ever. Thinking to move my business to another institution already due to this poor service and handling of my query.