misleading cliet

my cheque account was debited for an incorrect amount and on an incorrect date – I made a payment arrangement cssSolutions for R 1000.00 From the 26th of February to pay for my credit card which is in arrears and to my surprise R 3600.78 was debited on the 28th of January and when I requested @*** to request for a refund he said to me that he sent a request to nedbank and refused to refund my account and I did explain to him that I spoke to people at nedbank legal who told me that all they need is instruction from him then they will refund my account and I called him @*** and he is refusing to share any information regarding the email he sent to Nedbank and he says its not his Job to communicate with Nedbank