poor Nedbank service

I got settlement amount in October on my personal loan, I paid the amount I was told to call 3 days later to close the account I did that, 31 October I got my account closure confirmation I also got refund from Nedbank as I had a credit balance, come November debit order goes off I call in second person request for account closure, I wait for days nothing happens I reverse the amount now I am harassed by collections department for what good reason Nedbank? today I'm on the phone with Nedbank guess what? 4th person trying to close the account