Atrocious service

to say that I am disgusted with this bank is an understatement. I called the bank on the 11th Sep 2020 @10h39 making arrangements wanting to find out if I can get a 2-month break from a personal loan debt. The guy I spoke to said that this wasn't a problem and I made arrangements on how I am going to make up for the 2 months. Fine, this happened, now this month (Nov) they debited my account twice. I called again and told them that this was not the arrangement this Monday and the lady I spoke to said she can see and she will refund me and should reflect in 24hours. This time passed and I had a chat with the web chat team and they told me to give it a few more hours and I did and still, there was nothing, So I had a chat again and this agent called me and transferred me through to Collections and upon speaking to Collections I was told that my refund had been declined and the call was disconnected. I called back and I was on hold for a period of time so I went back to webchat, she also promised to call me back and I waited. I went to this team again and spoke to Vutshilo who told me that he cant make calls even though I spoke to two of his calls who one called me back and the other promised to call, I asked to speak to a manager and the chat was disconnected again. So I called Collections and the lady I spoke to told me that I am in arrears after I told her that I made arrangements, She told me that this was not supposed to happen and because I am in arrears I won't get a refund. I tell her that I am struggling to understand why this inconvenienced, I called and the guy I spoke to agreed to the arrangement of a two-month delay. To cut a long story short, Nedbank once again has done it again and this is the last straw. Can somebody please please sort this out.