Poor telephonic service at Nedbank

Good morning

Nedbank customer call centre is ******* my employer made a duplicate payment to my account which is a capitec account. nedbank called me I made an arrangement to repay the money with them, the money was debited from my account I have requested a letter of settlement from your consultants who don't even know which department deals with such quires all they do is to make me hold for 20-30 minutes on the phone without getting help.