Whos job is it?

I have recently changed bank accounts due to my bank account been frozen on the 26.07.2017 where i did not had time to inform Nedbank about the debit order. I had numerous phone calls with regards the debit order that didn't go off by Nedbank collection staff. Each and every time i requested a settlement where i was said i should phone Nedbank call centre, My goodness you phone for payment, a person offers to settle the whole amount and you are not interested to give a settlement? How does that work. Until today no one of the 7 people that phoned bothered to get back to me. I have a Nedbank bank account that im the proxy for my employer for petty cash payment. Nedbank debited this account 3 times the amount. I offered to settle the account but lazy/idiot/arrogant staff will rather debit a bank account instead of doing their job to offer a settlement.