I want my Money

Please assist me with Nedbank that took my money R7900 without my permission on the 27 December 2024.when I called the call Centre on the 30th of December they said it was for the Loan Installment that was handed Over to Brooks and Luyt Attorneys, and I am Paying the arrangements of R1000.00 to the Attorneys. Also said I should email the Bank statement and Payslip to get the Refund. On the 2nd of January 2025 I made follow up call and I was told that I should send an Income and Expenditure document to process the refund, up until today the 14th I've never heard anything from Nedbank I don't have money for Petrol to work kids Stationery even to buy Bread, I need feedback from Nedbank and tell me if they are robbing their customers Bank Accounts? And do I need to make follow ups with my own money?