Multiple intalment deduction

On the 28th August I realised that my account was debited with multiple instalments for my personal loan. I then called them n thy promised to refund my money. The following day Saturday another instalment went off my account. Was told I need to call bk Monday 31 08 2015 for another request for refund. Which I did, now today is the 4th of September still I haven't received my refund bk n now I don't know how to deal with this since Personal Loans is a place where no one can go and visit physically so that I can make it clear to them that I need my money back as in yesterday. The money the took is about R14 000 n now tell me how am going to pay for my other commitments? I am very very disappointed by NEDBANK THINKING OF EVEN CHANGING MY MIND ABOUT BANKING WITH THEM SINCE MY WELL Being IS NOT oF THEIR INTEREST. SO NOW CAN SOMEONE RESOLVE THIS FOR ME SINCE I AM HELPLESS WITH REGARD TO THIS SITUATION.