Nedbank, I'm done

Despite having been with Nedbank for a long time and having always experienced great service I am now at my wits end because of their inability to resolve an issue I've had since the end of last month. With no notifications or authorizations they have helped themselves to more than three time the agreed amount on a debit order which has left me unable to buy food or petrol to get to work. Last week Thursday I spoke to a consultant who appeared to be very helpful - although it took social media to get a response from them. I was assured that the full refund had been processed. That was almost a week ago. How long does it take Nedbank to refund a Nedbank customer... It's not even another bank. It's outright theft from MY BANK. And when I call the number that they repeatedly tell me to phone I get transferred to seven different people before they decide to cut the call. Every, single, time. Unfortunately I work full time and am unable to spend an entire day trying to reach the "correct person". I am beyond tired and disappointed. One would think that the "correct person" would be able to reach me after nearly a solid month of trying to sort this out. Nedbank, I'm done.