Passed around and put on hold!!!

I have a personal loan account with Nedbank. On the 25th of August 2015, two additional debit orders were made by mistake by Nedbank from my account. I called the same day to have a refund. The gentleman who assisted me was Jason. However, today I only received a refund of only one of the two that were made by mistake. I have been calling the Call centre today for resolution but all I get is I'm being passed around agents who ask me to confirm my details and then I'm put on hold for a period of no less than 8 minutes without a response. The last agent I spoke to, John, became emotional and rude. Still I can't get my refund!!! Nedbank, your level of service has dropped. What happened?