Poor Customer Service / Shambolic Customer Service

I had an overdrawn account, account was sent to recoveries. Made a payment arrangement for the account to be settled by the end of Nov '23. Called Nedbank to ensure that no DR order is processed in December as the account is up to date. Nedbank still did the DR order and when I am calling I was promised that a refund would be done. Spoke to a manager called Happiness Khwela, she promised that everything will be done in terms of the refund which was December 21st. I called in December 27th only to find that this person has not sent my refund for processing. This is the worst customer service I have received and I will no longer be a Nedbank client, I have been with this institute since varsity and I think it is time for a change now.