Nedbank making me fix their mistakes

We recently paid the final amount on our bond. When I called for the settlement amount I was told that it included the home owners insurance due for beginning December. I then emailed Nedbank Insurance and asked for the home owners insurance to go off my personal account with clear instructions that the first debit order should only go off on 31 December 2025. They went and debited my account on 3 December already and despite numerous calls and emails I have been unable to get this amount refunded.

The debit order did not go off the home loan account, like it should have. There is now a balance that I can draw. Nedbank has however made it my problem to get the excess funds lying in my old home loan account paid out to me. This was their mess up which they refuse to fix.

They should have reversed the incorrect debit to my account and debited the previous home loan account.