Disgusting service from All

Nedbank Switchboard, Service Desk, Insurance and Home loan departments are all a mess. I have been struggling with these departments since December 2023. Every call gets transferred to the incorrect department, no one announces the call when being transferred, leaving me to explain the situation to 4 people per call. Upon receiving a letter from Nedbank advising of the Homeowners Insurance being enforced in December, I sent proof of my own insurance and they proceeded to cancel their policy on 8 December 2023. When they debited my Home loan instalment, they deducted the insurance premium in error as well. I immediately called to have my money refunded which they advised that they logged a call and as soon as they Insurance premium is allocated it will be refunded. On 4 January, they claim that it is sorted and I also receive a new statement with my Home loan instalment being corrected. I specifically asked the consultant, if them refunding my Insurance premium will affect my Home loan instalment and he assures me it wont, I am then refunded the Insurance premium a few days later. Two weeks later I receive a new statement , my Home loan outstanding balance has increased by the amount I was refunded. How am I being charged extra on my Home loan for the next 18 years based on an error they made and money that was never meant to be deducted. I am infuriated and speechless regarding the pathetic service received time and time again. On 17 January 2024, the Home Loan specialist second in charge, Thandiwe Bengu, assures me she will resolve the issue, she will email the Insurance team and copy me into the emails. I have not been included and have received any feedback since. To expect me to pay interest on my own money, that was never meant to be debited from my account is ludicrous and not a single person in Nedbank cares to resolve this issue.