Shocking customer experience

<p>I called Nedbank on the 5th of May to request a payment plan for my arrears be cancelled as I had subsequently sold my house and expected transfer to take place in June/July. End of May would have been the first installment out of 9 for the payment plan. I was lead to believe this had been cancelled as per my request. Of course month end comes and along with my bond I am debited R3612. I called in and was told that although I was told this would be cancelled there was still approval required. They could only cancel it if a new payment plan was put in place. They tried to call me a whole TWO times and because I didn’t these unknown numbers Nedbank thought they would just go ahead with the R3612 installment. How can you do this without communicating this through to me? Your excuse is you tried to call me twice. In almost 4 weeks you tried to call me twice? No voice message was left. No email was sent. Now I get an unexpected debit of R3612 coming off my account and am told that you “cannot refund the amount as it has already gone off my account”</p>