Useless, helpless Agents

I've been a loyal Nedbank account holder for about 7 years now and never had any complaints until this week. On Saturday an unauthorized transaction went of my account. I immediately called nedbank to report this and see if it could be reversed. I was told it was a card transaction but I had my card in my possession. My card was then blocked (was told I need to pay R130 for a new card) and that I need to fill in a Disputes for and return it to nedbank. I was informed the investigation would take 30 days. On Monday I called Nedbank again as I wanted to understand why this transaction could no be reversed and I emailed the form. The agent promised to call back but never did. Today I got a reply that my dispute could not be logged as the transaction is an outstanding Auth and the merchant has 7 days to bank the funds. I then called Nedbank again asking if the Auth is still outstanding then why can the transaction no be reversed as I am not authorising it to go through. I was then told by this agent that the merchant has 10 days to bank the funds and I will have to pay another R150 for the investigation which will take 40 days. I then pointed out the inconsistency of the agents and asked why this was to which I could not get an answer. I then asked to lodge a complaint. Another agent came on and didn't even identify himself when I was explaining to him the problem I was told to be professional. He was rude and kept interupting me as I explained the problem. He then just took my details and said I would be contacted after 24 hours and gave me a reference.

I am so disappointed in Nedbank. I seriously considering moving all my accounts. I've had a similar experience of bad service with old mutual and as these are under one umbrella I wondering if this doesn't run in the company. I'm now thinking my accounts, investments and insurance policies need to be elsewhere. Nedbank and Old Mutual are pathetic.