Terrible Client Service experienced by Nedbank Client Care Centre

Unable to get an explanation of the charges on my latest statement. I spoke to 3 Nedbank Customer service agents ( Lesley, John & Nonkululeko) who transferred me to Collections department to have my statement explained in all 3 times the line cuts or my call gets routed back to customer service line to enter my ID number again. Very frustrating and terrible service for very basic query to explain how charges are made on my account. Now I understand why the Voice operator in the IVR say they experiencing high call volumes as Nedbank customer service agents just transfer you around