Poor and unacceptable customer service

Poor customer service from the collections department. unacceptable service really. I paid up my personal loan on the 1st week of December 2025. on the 19th of December 2025, Nedbank deducted money from my account, phoned same day and they confirmed that my loan was paid up and they would refund me. that promise was never kept and they deducted again on 23 January 2026. Im so angry and frustrated. I nearly switched my salary from FNB to Nedbank but thank God I didnt it was going to be a very big mistake. I demand my refund from Nedbank asap.