Poor service - no response

I'm very disappointed with nedbank, I have been waiting for my refund from personal loan that was fully paid in September 2023. They told me to e-mail them bank statement which I did and they never communicated with me afterwards. I have been sending different follow up messages to different email addresses provided but I only get electronic automatic response to say my query will be attended to within 72 hours from 04 October till today. I tried to call and told me my query is pending will be attended to. The service is very poor, they are very unprofessional, even when I have complained they don't care to explain or deal with my query in an appropriate manner.