NEDBANK HOMELOANS - INCOMPETENCE

I have a stop order on my salary for my Nedbank homeloan repayments which have been working fine since July 2021. The homeloan repayments are deducted from my salary and paid over to Nedbank on the 25th of each month (ABOUT A WEEK IN ADVANCE since the repayment is only due on the 1st of each month).

On 21st December 2021 my repayment for 01 January 2022 was already paid over (via stoporder on my salary, thus 11 DAYS IN ADVANCE). On 03 January 2022 my montly homeloan repayment was deducted TWICE, not once but TWICE, making my repayment for January 2022 THRICE.

On 05 January 2022 I spent most of the morning (my last day of leave) at Nedbank, waiting in line to be assisted. Once inside, I could not be helped by the consultants, but had to call the Nedbank customer care line which I was assisted with. I was informed that the debit order was not cancelled when I app**** for the stop order on my salary in July 2021 (which was very strange since it has been working fine for 6 months (July 2021 - December 2021). The consultant on the line then informed me that he cancelled the debit order and put through a request for my funds to be refunded (the two incorrect deductions).

Friday, 07 January 2022 I called the Nedbank customer care line again to follow up on my refund as I urgently need my fund to register for my studies. I selected the Collections option as instructed on 05 January 2022, the initial consultant ensured me the request was processed, when I asked when the funds will reflect in my account, he put me through to another consultant as he informed me his department couldn’t confirm this information. The next consultant informed me I was at the incorrect department, I had to obtain this information from the Collections department (the department who forwarded my call). After I gave him an ear full, he tried to assist me. At first, he informed me that I will need to write a letter to request the refund and it will take up to 7 days, whereafter I lost it as this is not an error on my part. I informed him that when I initially app**** for the stop order I had to complete so much of paper work now I have write letters to request my own funds for an error that Nedbank made. We had a back on forth over 3 calls as the manager was also not available to deal with me directly, but the consultant had to obtain information from the manager as to how to assist me. I was on the line for nearly an hour, still no resolve!

I've attempted reversing the debit orders on the Nedbank app, you can reverse any debit orders except for Nedbank debit orders, PATHETIC

It is beyond me that I now have to go through all this trouble for an error that Nedbank made and the consultants so far have proven *********** to assist me in rectifying this error. I am in the process of wanting to change banks, I can not deal with such incompetence.