Reversible option

Nedbank did not allow me to reverse my money in 15 December 2022 from my cartrack insurance they told me to wait for the next day the system won't allow me to reverse on the same day but till to I tried my best still they don't give an option to reverse the debit orders that I as their client don't recognize.I went to Phillip Junction brach I was told to contact my insurance they are not allowed to reverse but what I don't understand is I am client so something happens to my bank account Nedbank should listen to as a client not to please my insurance company who deductef R2000 in my account but our contract we agreed on R289 now my insurance Cartrack did the samething deduct R1119 twice and I just chatted with Nedbank online support with Thobelani he said I will be able to reverse it tomorrow same I was told by them in december.what poor bad experience with the bank I trust with my money!! Nedbank I want to reverse my money!!!