Bad Customer Service

I had a funeral policy with Nedbank as I'm banking with them, I opened my policy in 2016. January I revised my installment and in February they didn't debit and in April I got an SMS saying my policy lapsed, I called the customer service and a lady that was helping me told me that she doesn't know what happened and there is nothing she can do about it. I offered to pay the money for 3 months but she refused and didn't want to help me, I lost the money that I have been paying for 5 years because of incompetence from the lady that was helping me. On the 20th of May R355 was debited from my account I reversed the amount from my Nedbank app then the money didn't go back into my account, Friday the 21st I went to nedbank consultant at boxer supermarket in queenstown and the consultant told me the money is gonna go back into my account within 48hrs then he just dismissed me without explaining to me nicely or even check what happened. On monday the 24th I went back again and used money for the taxi again, when I got there the Male consultant that was helping me then explained to me that I need to call the toll free number that he was supposed to give to me in the first place on the 21st then I called then the money was then returned within 5 minutes.I waisted money for the taxi with something that wouldn't have happened