Just do your job and stop making customers run around after you

Yet again Nedbank consultants fail to open 'cases' to get things sorted. On the 28th of August I paid my personal loan off in full via the MoneyApp and on the app itself it stated that I would receive a closure notice in 2-3 working days. On the 29th of August I phoned into Nedbank as the personal loan had still debited my account, spoke to an agent and they confirmed that I would receive the refund as soon as the account was closed in 2-3 working days. Fantastic! It is now the 4th of September, I called Nedbank again as I had still received no closure notice, only to be told that there was no case open for the closure and they would put it through today, and of course I need to wait another 2-3 working days. So! Please tell me... If your app has failed & your call centre has failed, why must a customer be put back to the beginning of the process and told to just wait? Oh and apparently a manager will call me to resolve this within 21 working days but they will TRY to do it sooner... Honestly? After the ****py service at the beginning of the year which took 4 MONTHS to resolve getting cards for a new account & the complaints office never offering the answers they promised, I have very little faith that this will end in anything more than another 2-3 day waiting period, multiple more calls & some more empty platitudes instead of a resolution. Complaint number: ***