Poor service

I requested proof of payment for my personal loan on 15 July 2019, was told it will take 2 to 3 days but I'm still waiting. I took personal loan with consolidation on 21 June 2019, the creditors have not received payment. Nedbank has deducted payment for the loan and the creditors has also deducted so I need proof of payment to claim for refund. Nedbank branch is unable to help me but has referred me to a call centre, I am so frustrated.