Poor service

I have a bond account with Nedbank, the level of service I receive here is very poor, Nedbank once changed my debit order date without the request from me and they started going into my account in different dates, December 2021 I requested they stop the debit order and I got assurance that Debit Order will be stopped, but debit order were sent into my account, In Feb 2022 Nedbank double debited my account that is not in arrears and I have been struggling to get my money back. I log a request with Carina 28.02.2022 and told to wait for my refund, when I called on Wednesday I was told that they cannot process that refund as I didn't sent a request letter to rectify their mistake and when I said I never got that request they sent me an sms. I sent the request and it got rejected because signature are not the same to the one on my application for but not even one communicated this to me, no call, no sms or email.

Please train your stuff, some they rude and will just cut you off or switch to different department,