Terrible unhelpful service

I have noticed a pending debit for R21628.52 on my account and I called Nedbank and emailed them whilst moving my money out the account, the consultant tells me to let the money go out and then they will advise, There is a pending debit on the account for an amount I did not authorise , my debit orders also do not amount to that and the bank can do nothing so I must let this money leave my account to I don't know who, as Nedbank gives no details.My accounts will go unpaid as a result of this and they have no assistance for this ,The service with this bank shame its distasteful and unhelpful,now I am awaiting for 16mins on hold ,What service is this?