How nedbank treat their customers

Feedback I called Nedbank spoke to a lady at their recoveries department she told me nedbank had a right to take the money cause i didn't respond to their calls or sms's which never happened cause they never communicated with, so i made a arrangement with them to pay the money back but i have to wait 3 to 7 working days to receive my money back. Later that day i received a call from their complaints department to solve this thing. Told him that i already spoken with someone earlier. I'm going thru the weekeng with no money and my bills not being paid yet. Don't even know if I'll receive the refund or not cause the lady i spoke to never sent me sms or e-mail that she said she would. With God grace me and my family are surviving.