NEDBANK NON RESPONSE

I called nedbank customers service and asked for statements as I needed to do a tax return. They said they can help and emailed me. The same day I was charged R420. But nowhere was I told it holds an additional charge. The tax return was to be done because I was retrenched and an unemployed. I would never have agreed to this amount being unemployed. I called them on the 18th and Dylan gave me a case number ***0 and said I can expect 48 hours latest Friday, but on Saturday 23th I still had not received refund. I called and they said Dylan is still working on it. I called again yesterday 28th and Tsepho said I would get a call back by day end. Still nothing. I have never been treated like this before by any bank. Many years ago I banked with FNB and they refunded me the same day. I am putting this complaint in here on other platforms as I feel nedbank are ignoring me.