Nedbank poor standards

My home loan account was prematurely debited on the 25th of January and on the 28th I contacted the bank to inform them about it, I was asked to send them an email and that the turn around time is normally 3 days, it's been more than a week and no communication from Nedbank about the matter and now when I log a complaint, I'm being told it could now take up to 21days to resolve, I honestly don't think that Nedbank is serious about looking after their customers.