COMPLAINT ABOUT NEDBANK

I have a homeloan account with this bank. Last week they debited my Nedbank account twice. When I visited the branch I was told to call help desk, on calling I was informed the funds will only reflect on Monday for them to request a refund. It's Tuesday today and the funds are apparently not reflecting as yet. I have been inconvenienced as a client because that money is suppose to cater for other needs. I understand financial institutions are going digital but they also need to remember that there is that human element that cannot be taken away. Previously, one would go to a branch and get assistance with such queries but not anymore & this is an inconvenience to their clients. My writing this is out of frustration and I honestly don't think I'll trust them this much again