Nedbank is UNBELIEVABLE

I lost my my job in 2018 while repaying a 24 month loan of R22 000 from Nedbank, having paid for over 15 months, I submitted proof of loss of income and they declined it on the basis that I had insured myself for (loss of income incase of physical impairment) which means to them I knew I would have medical conditions in future, I got a new job last month and they debited R3200 from my account claiming the neglected loan is now almost R30 000. I called to request reversal and make debit order arrangements and they said I must first fill up the debit order authorization and they will reverse the funds in 10 days, it has been almost 20 days and they are ignoring my emails.