Refund complaint

I am applauded with the service that I reviewed at Nedbank today ..Due to personal issues I requested a refund of my personal loan account with them that is 2 months old ...I called the call center from Saturday the 19 January 2024 and still no feedback...I was not aware that I had a Personal banker that was allocated to me when I opened the account and too my surprise I found out today...This bank does not assist customers and don't put Thier customers first ...I was transferred so many times today from Collections to the Private banking department only to be told by collections that management declined my refund request. I proceeded to log a complaint and was told that a manager will call me ...Look at the time still no call received...I am a very unhappy customer and I will seek assistance from the ombudsman next