NO service/feedback from Nedbank following a query

This is the second time I have to query a deduction made on my current account by Nedbank, for an additional card which I do not have, and also the second time I have to follow up from my side after logging a case online, and not receiving any feedback. In fact, this time the case was just closed without any comments, again without any feedback to me. The service levels are noticeably declining in the last couple of years. Very disappointing from Nedbank to treat me, as a longstanding client, with such disrespect. Case no. ***7