Pathethic outdated customer service

I have a personal loan with Nedbank and because of covid the insurance was covering my payments I did my part by sending them my documents every single month every month the collections department still debit my account I must call them to put my money back in my account and this month they have debited my account 3 times with out advising me or anything they are pathetic and I banked with them for years but finally I have had enough I am going to change my bank , I phoned in today they cant help I must call back at 8 so whose going to paying for my other expenses because it's like basically my whole salary out my account I am so ****ed off right now terrible bank terrible service