Insurance refund sent to closed homeloan account

If there was a zero star rating, that’s what Nedbank would be getting from me today, we sold our house and had our homeloan closed,before that, we requested our joint mobility account to be closed which we were supposed to get refund from (this was confirmed to us in writing).7 days later we still haven’t received our money and we r being sent from pillar to post, we have called the call centre to be transferred over 10 times already but no one seems to know what happened to the money or who we must speak to, I’m very disappointed and disgusted by how little knowledge are the people that are on calls, are these trained consultants that we need to be speaking to regarding money matters??? This don’t care attitude has no place in the corporate space and people need to take accountability here, how can we speak to so many consultants over a number of days and all we get is you need to speak to so and so and we are transferring you…