What an inconvenience from a good bank like Nedbank (Bad service indeed)

After receiving an sms that our debit order date(25th) for our home loan will fall on a holiday and that we should make a transfer or deposit, we than made a transfer to the home loan of R4300 and on the 27th, the debit of another R4300 went off again - I then requested that one of the monies be reversed. Nedbank consultants told me that my husband and I need to go to the branch in order to get that reversed because this is a joint bond. But money was just debited from my account.My husband works in JHB, we are based in PTA and we don't get time to go to the bank. Why are we so inconvenienced all of a sudden now that we must get our money? What kind of a service is this? Must we beg for our money? Are we being *****ed by our very bank?