Empty promises

I am extremely unhappy with Nedbank; they are truly ineffective when it comes to rectifying their mistakes. They ********ly deducted money from my account for two consecutive months. After requesting a refund, I received a letter (that took them 5 days to draft) advising that the refund had been processed and submitted to the refund department for payment, which was supposed to be done within 10 days (effectively 15 days) from the date the letter was issued. I have inquired about the payment date as I have not received any payment, and they keep telling me that they are still within the turnaround time. Today is day 11 and still no payment. I am now officially without electricity and water, as we live on a farm and the water needs the pump which requires electricity to work. Additionally, all my debit orders bounced due to their mistake, and my name is now tarnished. I attempted to follow up today regarding the refund, but they are not responding to my emails nor taking my calls. Despite being a platinum client, unfortunately, due to this level of service, I am leaving Nedbank. This is truly unprofessional and unacceptable service.