Nedbank ********* and cant answer a simple question

I am sitting with a problem , Nedbank is charging me for a product that is not active and a Product that I cant use . The staff by Nedbank cant tell my why they are doing it and also cant put me through to someone who can . According to me you cant charge someone for a product that they dont have or cant use can you . That is ********* . And No one can give me a answer , took them 2 days to reply the first time and they say it will take a week before they can get someone that can answer that question . If you phone the person dealing with this they will give you attitude and tell you they are the highest rank .