Nedbank Personal Loan - Broken promises

I called on Monday the 26th August to ask if I could please put a hold on my loan payment for a month, I was put through the team leader, Jason Niewoudt, who assured me that if he could not reverse it on time he would push the reversal through after the debit went off. As explained to him I have a family emergency and this was critical.

Needless to say he was not available the rest of the week as he was not at work, but was assured via whatsapp that he would sort it out.

Yesterday he then referred me to Victor who did not take my call but was suppose to call me back, still no call received.

We get told that if we in a difficult situation to call and make an arrangement and yet this is the service I get.

Still my account has not been debited and I need the money for a family emergency.

I am no longer sure who to escalate the matter to.