I want my money back

Good day I am disgusted and irritated with the service from nedbank. I have been a customer for over 6 years until now when I app**** for a loan which was paid up by Capitec bank but Nedbank still debited my account . now to get my money reversed back into my account is a trains smash. Since last week i went to the branch in Bedford to query this waited for an hour before I saw a consultant only for them to tell me that I need to contact personal loans department,since I started contacting them from last week Wednesday and every time I call I get a different story firstly they said my money will be reversed in two days, second time is Wednesday which was yesterday and nothing happened. I called again yesterday and a consultant hang up the phone on me and this morning I called again and was told that my query is still being actioned and the is no notes for my previous calls. They don't make an effort to call me or give me an update. I'm so disgusted and switching to another bank. NEDBANK I want my money back . This is the worst service ever