Awaiting refund

I am very disappointed by Nedbank and their service. Been waiting for a refund from the 17th of Nov, everytime I enquire am given a new reference number. To think that I am using my own money to hold so long from their contact centre and yet I am not being assisted to my benefit. 2 payments for my loan account deducted from my bank acc, pmnts that were not supposed to go to start with. I went to the bank to enquire and the other pmnt was refunded, now there are so many stories for me to get a second refumd. I am not only disappointed, I am frustrated and quite amazed by this appauling service