Very poor service

I am very unhappy with their services, I had a home loan with them so in November 2022 I called them and explained to them that I cannot afford anymore to keep up with the total cost (Bond, levies, insurance and rates & taxes) of the property that amounted to R12000 + hence I opted to sell it. They helped me to sell it and wrote off 50% of the balance after the sale of the property as promised. The new contract I was supposed to pay R720 every month then in the beginning I paid more than R720 then I advised them that I will continue to pay the actual amount. So unfortunately this year in June or July I missed the payment for the first time and Nedbank penalized me by adding back the amount that they wrote off into my account or outstanding balance, I called them on the 14th of September 2024 to enquire about this and I was transferred from one department to another until I put a stop to it. The woman that I spoke to, she said to me she doesn't know why the amount was added back into my account and she will escalate the matter and contact me on Monday, even today I am still awaiting for her call. I also sent emails to them and none of them bothered to respond to my mails. What bothers me the most is that my account was upto date because there was monies that I paid in advance before and also there were monies that was paid by city of joburg and managing agent however Nedbank did not consider that instead they penalized me without considering to use the monies that I paid more before for the current month. The sad part is that they do not even communicate whatsoever, their service is very poor and I don't see myself doing business with them again