BAD SERVICE

A few weeks ago i was informed that i would be getting a refund for the home insurance that was *******ly deducted from my cheque account , as i did not give Nedbank permission to make the deduction , yet they deemed it fit to do the deduction as they never heard back from me for emails which they claim they sent and fail to produce , after i lodged an official complaint with the bank before i go to the bank ombudsman as is the procedure , i have not heard from anyone , i have now written to the complaints dept . and now i wait after i called this morning and was promised that someone would call me back that the complaint has been assigned to , when i called back later , i was told that the complaints dept only deals with emails not phone calls