Terrible service

My name is Mathew Moonsamy,I have a home loan with Nedbank,in December I called the homeloans department and enquired if I pay extra if i will be able to access and the consultant said yes.

On the 17th December I deposited R15000 and next day only R10967 was available,I then called in and queried the consultant said once debit goes off the R4033 will become available.

Till now numerous emails was sent back and forth but there is no assistance.

the below is the last few digits of my bond number -*** call ***