Double debit on my personal loan

I'm dissapointed with the service I got from Nedbank as well as the moody consultant whom I got on the call

I got double debited on my personal loan account and I can't do a reversal on my app,I tried to call to reverse the money but they move me from one consultant to the other at the end Im being told that they will wait for insurance to refund the money within 5 days,why insurance must pay because collection is the one who took the money,I dont know.dt double debit alone inconvenient my other debit orders now

I'm will have a bad credit record because of their mistake which they dnt even wanna take ownership off,no Nedbank is terrible