Terrible Customer Service.

I have unautohorised Addtional Card and Maintenan e fee charges from Nedbank on my card. My cards expired, and were renewed. However, Nedbank charged my account R370 without my prior knowledge or consent. I have been trying to have this resolved with Johnson, Silindile, Sphamandla, Zwelisha, Thato and Londy. However, i keep getting "we have escalated this to our line manager". But, I have yet to receive feedback since 17 November 2021. This is not in line TCF principles. If the manager ignores my request, how many other people's queries have been ignored by the same person?