Incompetence

I tried to settle my personal loan via the app but was told it was not possible but to go to the branch. Went to the randridge nedbank most unhelpful but they eventually did the settlement for me. Tried to get a paid up letter and close the account but everytime I call I am transferred from pillar to post. It's as if the staff do not know how to close an account? The last person told me that she doesnt know how to handle it further. Apparently the account was overpaid though I settled on an amount nedbank gave me and no one knows how to process a simple refund. I have wasted alot of money on airtime for a simple request. Get someone that knows what they doing to contact me or I will follow process and go to the ombud.