Pathetic customer service from premium Loans department

Pathetic customer service from Nedbank and it's employees. I can't believe this,been waiting for my premium refund I keep on calling and everyone of the consultants say my refund will be paid soon it's two days later and still no refund of my requested premiums. I got a reference number but no one is clearly ready to do their job honestly. I've been calling being transferred from pillar to post with no help or customer service.i requested the agent to stop the debit order as I will be making a lump sum payment which I paid and still no refund has been paid into my account