Nedbank, pay us back our money!

We had an account with Nedbank. On the 20th of March 2023 we settled the amount and sent the proof of payment to the Complaints Resolutions Specialist that we have been dealing with. On the 23rd of March I sent an email, reminding Nedbank that because we have settled the amount, the scheduled debit order for the 25th must be cancelled. The Complaints Resolutions Specialist confirmed that an instruction has been sent cancelling the debit order. On the 25th our worst nightmare became a reality, Nedbank's deduction went through. We immediately notified the Complaints Resolutions Specialists, she asked that we send a bank statement and we immediately did that. She promised that everything will be done and be in order on the 29th of March. On the 29th of March, we did not receive the refund, we contacted her via email and telephonically quite a number of times, that she started ignoring my husband and I's emails. On the 30th we then received a call from another Nedbank employee, asking us to send the same bank statement that we previously sent. Today is the 31st of March and we are still sitting without the refund but instead being sent from pillar to post by Nedbank.

Below is the last correspondence from Nedbank, we are told to wait for more other days, how long must wait? We were given a date and we waited, came that date we were not refunded, now we are being given another date, by the same person that gave us a date before and did not deliver. Why is Nedbank taking from the poor?

"Please be advised that the refund will be processed today, however it will take 3 business days to reflect into your account due to delays between the banks.

Please feel free to liaise with me should the funds not reflect by Tuesday.

Trust that you will find this In order.

To think that we are being sent back and forth by the person that is suppose to handle queries and complaints, so what is she doing? What is she handling? She is certainly not resolving.