Nedbank's horrible service

I finally paid up my bond account (mortgage), asked Nedbank to stop debiting the account as its paid up and they assigned Attorneys to assist with the transfers. Attorneys requested costs due on the account to do the transfers, these were provided by Nedbank. I paid the costs due to have the account settled. After 3 weeks of making the initial payments to pay up the bond and recalculations provided to attorneys, then Nedbank added more charges to the accounts. I complained about it that why were the charges not provided at the time of recalculations provided to the attorneys, Nedbank doesn't want to take the responsibility that it was an oversight on their side and instead they sent me a policy about home loan charges of which they forgot about during the recalculation of costs due to close off the account. The person that was handling the matter responded to say she has handed over the matter to relevant department and I never heard anything from there. Instead I got a satisfaction survey message from the complaints department. I am very unhappy to be a Nedbank client for the horrible service provided. When you phone the contact centre, you will be put on hold for like an hour because the matter needs specialists and those specialists cannot even help but refer you to the branch. When you get to the branch you are requested to call the customer service (Its passing the bug). My problem is how do you charge an account after you have done the recalculations provided to attorneys, how do you charge an account after 3 weeks of the transaction (recalculation and payments) and how do you then tell me about a policy that Nedbank itself forgot about when they provided the costs?