Nedbank Poor Service

Poor service from Nedbank. I have a personal loan with Nedbank and they debited me twice on Installments. When I call them to have the second debit reversed, they say I have made an arrangement with them to debit twice. I was at game to pay for groceries when this happened, I had to leave my trolley at the shop and leave with no groceries as I didn't have enough money left to pay. I have never made any arrangements with the bank to debit twice. They always record our calls but can't pull 1 record where I have agreed to that arrangement with them. Banks are slowly becoming ********. They can't help me with reversing the second debit. This is the last time I work with Nedbank, I was even planning to change from FNB to Nedbank but I will never make the mistake of moving to Nedbank. They dont care about their customers. Moving from Capitec was the worst mistake I ever made.