Nedbank personal loan settlement division and complains departmrnt

I have taken out a personal loan with Nedbank and on the 18th of November requested a settlement letter. The consulted adured to send settlement letter to my gmail account. I had 7 days to settle the account on the 20th of November I took off from work to settle the account as I got into the bank I discovered that settlement letter was never send to my email.I spend almost 3hrs and could not settle my account. The settlement amount received on the 20th Nov differs from the one requested on the 18th Nov. I then had to take off on the 23 Nov again to try and get the settlement letter yet again I went to the uitenhage branch in the new Mall to try and get hold of this letter took off from work yet again. At the bank was no telephone and all this telephone cost me over a few hours of airtime... To no avail not 1 single agent could assist me with settlement letter. They put me through to complains department not even they could assist as their system was done. As I lost all hope in their systems. The consultant at the bank went onto the system one more time and found my settlement amount letter of the 18th Nov I ask her to do the payment but could not perform it as their system does not allow you to settle if you from any other bank. At this point I have ask the consultant to stamp the letter with date of 23 Nov as that is the date that I received the letter and counts my 7 days from there. On the 29th Nov I went to absa and asked to do the payment. Payment was done. On the 25th of Nov they deducted the instalment. So I have asked for my refund as I have settled the account. So now I have to pay for someone else's mistake. They not giving me full refund as I have settled my account late.How pathetic. First of all get competent people to do the job. It's not the first incedent I have with Nedbank but they won't get any business from me again.I rate them a Zero for service. Even there complains department is disfunctional. I just really hope they get their house in order. I still haven't received any feedback to date regarding my refund as I was on the phone with them for almost 1.5 hours on the 1 Dec and our call got cut off. Just proofs they not interested in doing business..