Nedbank Service is Appalling and should be *******

Today I called Nedbank collection department. I wanted to find information about my account. They are saying I have no right to pay for my account without being handed over,this seems highly irregular as I do have this. I attempt d to have my call recording and also speak to a team leader, I was told that I will only get a call in sometime next week. I call at 10:50 in the morning. It's disappointing that such a big organisation does respect their clients time. Further, I spoke to 2 agent and the 1st was horrible, they where argumentative in the call and completely unhelpful, when I told her I will take this matter to the ombudsman she because irritated and asked if I was threatening her, you have the recording you can listen to this call and she that your stuff needs sensitivity training. Further Nedbank is disappointing because they seem not to want to keep clients. I have asked for payment arrangement to be done and I have paid for my account but they still insist in handing over the account. The fact that I have to come to hell Peter is embarrassing when I have attempted to go directly to Nedbank to get help. I asked to speak to team leader hazel and this did not happen. How can staff be at work but not doing work. I personally work at a call center and the level of service I have received has been atrocious and appalling to say the least. We as consumers have rights and when a consumer know their right you become defensive and rude. I would advise anyone wanting to do business with Nedbank to consider what I have just shared. I am surprised that Nedbank senior leadership can stand for such nonsense taking place at the call centers.