Bad service

Nedbank has deducted money off my account with out any notification on the 16th of December and because it is a holiday the department was closed I then contacted them on the 17th of December to find directions out why then I was assured that my money will be paid by the end of the day or by the next business day which is today the 18th of December after noticing that I had not received anything back I then called and was assured it will be paid today at 03:50 pm I contacted them to advised them that the money had still not been paid and was advised that it was being addressed. I spoke to a team leader who was not helpful at all while telling him my complaint he was speaking to his colleagues on the other end of the line and done it twice he had then denied that this was not the case but when I had asked him what I had said he did not know he told me that my money will be back in my account tomorrow the 19th of December at 08:00 am and a manager would call me back I was put on hold for almost 15 min while on the phone and it happened twice and only got of the line with them at five. This service is pathetic from Nedbank