Wrong info / Lack of service from supervisor

I went into the Southdale branch to report that I have received an SMS about an unauthorised debit order set to be debited off my account. I showed the branch personnel this SMS in order to find a way to proactively prevent this. They could not assist. After some apprehension from the consultant, I opened a new account where my salary will be paid in order to safeguard myself from the then potential ***** threat. I requested to close the old account and was told that I cannot do so until my salary is paid. I was then advised that if the unauthorised debit order does indeed go off, I can reverse it on the Nedbank Money app at no charge, this I was told by the Enquiries supervisor, who couldn't have been less interested in what was a major concern for me at that time. I did not get this supervisor's name but she showed so much apathy, her subordinate was more willing to assist then she was. The unauthorised debit order did come off my account, and I have reversed it as advised however there is a R5 charge. This is exactly what I was intending to avoid! So, not only am I now paying for something I did not ask for and my bank is unable to protect me, but I was also given the wrong information! I would like this charge to be reversed and judging from the attitude I was met with at Southdale, I do not believe they will assist.