INCORRECTLY DOUBLE DEBITED

NEDBANK HOMELOANS HAS GONE AHEAD AND DOUBLE DEBITED MY ACCOUNT WITHOUT ANY PRIOR NOTICE AND WITHOUT MAKING SURE THEY HAVE RECEIVED ALL PAYMENTS. i WUAERIED THIS WITH HLENGIWE MTWANA (MY PRIVATE BANKER). sHE GOT BACK SAYING THAT DUE TO ME CHANGING BANKING DETAILS, THEY DOUBLE DEBITED ME NOW FOR END OF NOVEMBER AS WELL. SHE WAS QUICK TO PROVIDE THIS INFORMATION WITHOUT FIRST CHECKING IF THEY DID RECEIVE PAYMENT END NOVEMBER. I CHECKED MY BOND STATEMENT AND THE PAYMENT REFLECTS. I THEN SENT MY BANK STATEMENT TO HER AND SHE CONFIRMED SHE LOGGED FOR A REFUND TO BE DONE. I DO NOT GET AN UPDATES FROMHER UNTIL I SEND HER NUMEROUS EMAILS. TO DATE NO REFUND RECEIVED AND NO FEEDBACK SINCE 2 DAYS AGO AND HER LAST EMAIL STATED SHE WILL GET BACK TO ME SHORTLY. ITS BEEN 2 DAYS...IS THIS THE SERVICE NEDBANK PROVIDES TO THEIR CLIENT????? PLEASE CAN SOMEONE INTERVENE AND ESCALATE THIS REFUND URGENTLY.