Nedbank collection department's incompetency and suspicious activity on my personal loan.

I have experiencing serious suspicious issuses with nedbank personal loan collection department. They are full of ****. Let me begin how it happened. Recently I have been retrench from my job and app**** for insurance claim in June 12th 2020. After 1 month later I have called the insurer and they have told me it is still under process and they have assured me that nedbank won't debit from my account. And on 25th my insurance paid up my loan and yet nedbank collection department debited from my account on Monday the 27th of July. I call them on Monday and after 11 calls and 2 hour of holding they lodged a refund complaint .then on 29th they debited my second loan amount, I call the collection to ask my refund but unfortunately there was a incompeten lady named Bhusi who ignored and ask me the same question for 10 times! What a shame then again transfer me to client service then they lodged a complaint and assured me that my money will be refunded to my account within 48 hours. Today 30th I received a call from a collection and they simply making story or scaling that they can't refund and on top of that they **** to me when I asked can I speak to the manager then they provided a number *** and told me to speak to her , she is the manager. But it turns out that she is the manager from insurance side not from collection. Look how *********** this collection people are my insurance paid for my loan but nedbank don't want to refund. I am with nedbank since 2018, over they time their value of service got extremely poor and they employed *********** personnel who can't even listen and understand.

I have to look for another bank perhaps for my salary account cause they took my money but don't wanna pay! Imagine a bank that owing money! And my honest opinion for the nedbank collection is, they are completely arrogant,incompeten and full suspicious.