*****ing Money from my account

I've noticed that \Forext charges were deducted from my account on 7 March 2015 and checked online to see what it is. Based on the information on the internet its some foreign exchange charges! I contacted Nedback (Call centre) on 10 March 2015 and spoke to 3 different people who then transferred me to the collections department for a personal that I have with them. I do have a loan