Nedbank Loan: Do they even listen to you?

Made an arrangement to repay you as I missed one instalment end of June 2015. deal was to add R100 to each instalment until end November when I'm able to pay the total balance of the Instalment, instead you guys double debited end of July 2015. I then phoned and it appears the R100 was too small and I needed to agree to add R300 to each instalment now, which I we did and got my refund. Now end of August I get twice the debit again and when I called(on the 31 August) a guy named Vuyelwa who sounded very helpful said I'd get my refund after 3 days maximum, he even gave me a ref number (***) and mentioned that he's made a note so that the mistake is not repeated as he also accepted the mistake on behalf of Nedbank. its now 14 Days after the call and I have received nothing and when I call I'm told the refund was declined and a partial credit might be made but I have to wait 3 to 7 Days after she(whoever) calculates the partial payment for this... Really? Do you really think I have that much time? Did I have to call you to find out and trigger calculation? and why a partial credit, Didn't we make arrangements? what are they for? Must I be treated like such a bad payer? <br>