Nedbank process not working for customers

When trying to process a payment using the banking app the service hanged and looked like the payment didn't process and I tried to process the payment again only to receive the notification that the payment went though double. I phoned the Nedbank call centre and no luck in helping and advised that I have to apply for a recall and pay the same amount for the double payments. I asked to speak to the complaints department and logged my complaint with Belinda. The call got cut and 6 days later still no call from Nedbank. How do you develop tools and processes to complicate customers lives and still expect them pay for it!