Nedbank services and untrained staff

I would like to share a bad customer service experience with Nedbank legal department. I called on the 5th June to complain about a debited money of R4 395 of which I have R400 debit order commitment with them with my loan payments. They deducted R4395 instead I spoke to Karen she told me to wait for 7 working days for refund. Till today the 11th I when I do a follow up I spoke to the guy by name of Sizwe who is rude and very much bully towards me. He screamed and instructed me to shut up while I wanted to know why now must I go to the branch? He failed to give me a good reason why they couldn't inform me 1st before I called them to go and sort code 33 into my account as they can't refund me. I experience a bad and pathetic experience with this legal bank department. I saw wish people can speak out when they go through the same unprofessional axt