Terrible ordeal with Nedbank

Nedbank deducted my bond payment twice today without any arrangements or agreement with me. I called the home loans division and after a verification process I explained the situation to the consultant. She said that another department deals with this matter and that she will transfer my call. I waited for a reasonable time and had to go through the verification process again at this department. I explained my predicament again after which she put me on hold and after a few seconds the line cut off. It took me 7 minutes on the line to get absolutely nowhere. To add insult to injury is that the consultant had all my detail in front of her and she did not even go through the trouble to call me back. I tried to call the same number several times but got a voice recording that states that the number I was trying to call does not exist. This is unacceptable Nedbank. I seriously consider to move my bond to SA homeloans or Capitec.