Over debit me I'm reporting Nedbank to NCR

Good day. I am writing this review in total disappointment. Nedbank has totally lost their goal relating to client services. I was always happy and I've always recommended Nedbank to people that i know. But now i am extremely disappointed. There was arrears accumulated due to covid. Arrangements were made. For some or other reason they did not receive December installment. So i was debited R1229 x 2 and R1667. But in December the consultant called me 4 to 5 times saying that im in arrears and can i make an arrangement. Not once have i been told that my December installment did not go through. I have been calling endlessly and the consultants does not even speak proper english which is a universal language. There was a Martinya woman that was very rude and cannot speak properly english and I've warned her that im going to report her. Then there was Chedwyn who executed client service professionally. He made me understand where the problem originated from. So now i will be lodging a formal complaint with the NCR. You have not made me aware that you will debit R1229 x 2 in January so i want a refund on R1229 and will make an arrangement.