Unauthorised Set off and poor customer service from Thandi and Phillip from specialiased recoveries

Standard bank is still conducting set offs on client's account without communication this, furthermore, they allow ********** debit orders and expect the client to call in and reverse them monthly. Upon speaking with Phillip from specialised recoveries and collections he advised that they will deduct the monthly banking fees that I agreed to be liable for and reverse the debit order fees that I incurred due to the ********** debit orders which I reported. He then called back after speaking to his manager Thandi, who I must say is undermining, rude and ***********. He then told me they will reverse the funds because I did not call the bank. Thandi then told me "I will not authorise the reverse", now I am not sure what kind of training standard bank gives to their staff but "I" is not applicable when representing an organisation. In fact the whole interaction with standard bank was poor from their side with calls being transferred without proper communication.

Set off's on clients accounts without proper communication is ******** and not client friendly. I am still waiting for feedback from you or I will be forced to escalate the matter.