Bond payment not reversed

Our bond with Nedbank has been cancelled (paid up) and when I was notified of the date of cancellation by the transfer attorneys , I called them to ensure that a stop order of my bond payment (which was too late to cancel) would be reversed when it was deposited 2 days after the bond was paid up. The stop order came and went , no reverse of R5000 . I have had to call multiple times to have it reversed . Nedbank just refuses to do so. Instead , they accepted the bond balance and decided to keep my money and now don't know how to return it. Taking ( perhaps even *****ing) for this institution is very easy , even if it is not due to them. Please public be very careful , this bank cannot be trusted. Even dealing with their ***call centre staff appears to be fruitless.