Nedbank Stole from me

In July I was double debited by Nedbank. went to the bank made to feel as though it were my fault however after huge frustrations the funds were paid back. these were funds set aside to fetch the family down in Queenstown from Johannesburg travel down to. Once again for no reason they may advise they double debited my account. when I call the bank I was told that I need to physically go to the bank. went to the bank called the personal loans department and held for over 30 minutes till the call was cut. unfortunately after 16h00 they are closed. I have been sent from one manager to the other and still the refund is yet to be made. when I ask why don't you make the refund the response is simply, "I DON'T KNOW".. If you were looking at banking with Ned bank... Good luck