poor service nedbank

I'm very disappointed with Nedbank as i phoned twice already and emailed 3 times just to get a letter stating that my loan is paid up and refund is made of my over payment for my settlement amount. The lady( Azania Molefe) was friendly and tried to help forwarded my request to the person (Raboroko, J. (Joshua) that's suppose to do it looks like isn't reading emails and responding at all. I paid it up on the 5th of April already how long must I wait. I am happy I left Nedbank no more customer support becoming a bunch of cold hearted robots to little people interaction to much automation.