Nebank service is alway appauling

I have been following up on the closure of a loan account from the 5th August 2018 which I over paid and instead of the credit being paid back admin fees and interest is being deducted from the credit. This is *********.Everytime i call the matter is always been escalated and its been a month now and still waiting. This is not the first time I receive such bad service and i think its time to change banks as clearly you dont value your clients.