Nedbank - No Go!!

I have a bond with NedBank since March 2015. After a year I asked if they would please send me a bond statement, for I haven't received one in a year. On my statement I've picked up that they have been deducting insurance money as well. With great difficulty NedBank has accepted that it was a mistake on their behalf and refunded the money. I have also again and again and again asked for a bond statement. After a few months, when I finally received my bond statement, I again saw that the month after they have corrected their error, they have continued deducting insurance money, this time a different amount. I have queried it, but no one could answer me. In December 2017 I went to NedBank myself to sort this out and I brought it to their attention that my concern is that it is **********. Finally in March 2018 NedBank have again admitted to the error. I also again asked if they could please send me a monthly statement, still no statement. (I have a solid paper trail).

Today is the 22 April, no proof that they have refunded the money - only a sms saying that it will be refunded; I have received an e-mail from customer services telling me it is refund (I should just take the consultant's word for it? ; the only bond statement I have received was another individual's statement.