poor service delivey for clients

nedbank Arcadia branch failed to assist me. I waited for more than 2 hours no success. Yesterday I called nedbank customer care in order to assist my account then they referred to visit the branch, the reason being I have no longer have access to my funds which was deposited into it. I previously used savvy plus and I changed to pay as you use acc. the challenge is that the previous account had oustanding bank charges and it was handed over to legal collection. now the money deposited cleared the charges owed by me and remaining amount balance it's still hanging. I wanted to withdraw that amount but unfortunately my account cards are inactive on the app.