Please cancel this loan

On the 26th of November i went to a cash build store and I opened a loan for building materials, this morning i got an sms notifying me that my loan has been approved, i called instantly after receiving the notification to advise that i no longer needed the loan, wow what a horror i have experienced dealing with the nedbank call centre, who all transferred me from pillar to post because they said the money have been paid to me, at the store i was advised that I have 7days to cancel the loan, now I'm being told that iam liable for a penalty because the money has been paid out already, to who?? I have received nothing so far from Nedbank. My only query is that I want to cancel this loan as i no longer need it, my complaints ref is ***7