*********, double Standards, Bad Service

August 2017, I had made an online reservation with 2 Hilton Hotels, 1 in Budapest and the other in Vienna, these bookings were made with my Nedbank Debit Savings card, knowing funds will not be released from my account up until I personally swipe my card alternatively by 3D secure, or my bank calling me before releasing funds for an international, which remains unchanged by the fact money should not be released from a debit savings. I cancelled reservation will the hotel ahead of time, visa had not arrived in time. Nedbank had released both these transactions without my approval. I then went into the branch and submitted a dispute request, September 2017, Nedback paid back the one transaction within 2 weeks, October 2017, which was Great and ethical. The second transaction was not attended to, the matter was then escalated to higher authorities, still with absolutely no feedback, I was then advised by my Branch manager to talk to the complaints department about the poor service. I spoke to Celeste from complaints and explained the entire issue again, she could not understand how such transaction was complete, she said she will investigate and get back to me. eventually she was unable to assist. She advised I talk to Ombudsman. Later in the day I received a text message my account credited my *****, I quickly transferred the money into an alternate account, wanting to close my savings account after 18 years banking with Nedbank due to disappointment. a few hours later I received a text, my account debited again by the hotel, upon receiving an email from ***** by a girl named Vivivashni Singh, then stating the hotel provide evidence so show this was not *****, ,my dispute was with the bank and not the hotel, why reverse the transaction initially ??? Vivivashni Singh was absolutely rude on the phone and spoke above the clients almost shouting. She promoted ***** as she is working in ***** by stating well if I close my savings account the merchant will remove the money from any other account that is on my name. I asked to speak to her manager, who was apparently out at that time, I asked for the manager to call me back and still has not. my account is now in a negative balance, this account has no overdraw facility either. this case is apparently still awaiting response. Nedbank has truly disappointed me after banking with them for the past 18 years. they are *********, lack of principal and practise double standards. I will advice anyone upon this banking and I currently still have by business accounts with them and my greenbacks which I will be closing if this matter is not resolved asap.