Refund not paid

I have not gotten my refund yet from Nedbank MFC department to be specific they deducted extra money on my vehicle payment without informing me then i check my email they said I telephonically agreed to a vehicle protection. I never spoke to no one from Nedbank when I called them their service is very bad u wait on hold for hours. No can explain how money was added to my account without my approval that is *****. what is funny they say I don't have insurance, yet I am paying my car insurance with Nedbank for over a year with no missed premium. Nedbank is a **** they deduct money from people account without any permission and they tell you stories when they have to refund. I am still waiting for my refund, and no one can explain how money is added to my deduction for something I already have without my consent. They are a big ***** and ****, and their service is very bad. .