Rude Consultant & Empty Promises By Team Leader!

My mother Eleanor Bougaard phoned the contact centre on *** about 10:45am, she was assisted by Earl Goodman. She informed him of the early debit which had taken place on her account, he informed her an sms was sent regarding the early debit. She informed him she responded and that she would like the amount reversed, he started arguing with her. She was so upset she passed the phone to me, i then informed him Nedbank has no right to just take money out of her account. There is a debit order in place for an agreed date which constitutes a contract. Earl then told me if i continued in the manner i am speaking, he will find someone else to help me, i asked what manner and he said my attitude. I asked for his superior, he informed me he is transferring me back to the Q, I asked for some one in charge and he just transferred me back to to Q. I WORK IN A CALL CENTRE MR GOODMAN!! My call ended up with the polite Mr Goodman and i asked for his supervisor, he just placed me on hold and asked Mrs Velencia George to assist who was just as arrogant, i handed the phone to my mother and she made my mother a **** by telling her she did not respond. She promised a reversal by today!!Nothing