****** and ******* - Nedbank

I recently consolidated a Nedbank loan through FNB, and as one would expect, the loan should have been paid off. Imagine my surprise then to find the Nedbank loan payment debited from my account this morning. When i contact Nedbank for a reversal im told the account needs to be closed off first, which oddly enough, it is? it was paid in full by FNB and when i log into my Nedbank app there is no trace of the loan account attached to my profile, but Nedbank swears the account needs to be closed first at which point they MIGHT consider refunding me if any funds are owed? Absolute ****** and *******, and now i need to wait 3-5 business days for them to close my account (which due diligence would say should have been done the minute the account was paid off surely?) and then for them to decide IF they want to refund me any money. They're Quick to TAKE your money but when it comes to refunding it it's all delays and stories. I will be contacting the ombudsman over this.