Empty Promises and inconsistent assistance with help desk!!!

I am very disappointed in how Nedbank works. Promises with no intentions to fulfill them! I was in need for a consolidation and extra cash as it is a struggle during lockdown and Nedbank gave me an offer online on the App which said they will pay off my external accounts with a certain amount of money and then deposit a certain into my account so thinking when they talk about external accounts they mean from other creditors that i owe externally i reduced the money going into my account just so i don't take more than i need and right after it was deposited i noticed by external they actually meant their owed personal loan and if i take the money without paying off external banks ill be left with more debt i called with 2 hours and asked they cancel it and atleast offer me what they had offered before... Fast forward few days later a lady called and said management said its fine i must transfer the funds back and i will be assisted in getting my first offer so i did just that. That was last month and she promised to call me back and assist and never did... Now Nedbank is refusing to help me saying i recently took a loan so i cant do anything whereas the funds were sent back. I am need and stuck with empty promises and i dont want to go to another bank since i bank with them.