Refund !

Nedbank debited my account on the second of June , it’s the 15th today and they are still logging a refund. I am hearing too many stories, one story was that they can’t refund me to my account I must provide a different account, I provide them they say it’s invalid , I give them another account number they say the money is processed and it should take 2-3 days , next thing they need a statement from the account number in order for the to process only to find out it was only logged correctly by their social media team when I complained that it’s passed 3 days and there’s no money in my account , I keep hearing different stories I will really like to know why they are sending me back forth and hogging on a refund.