REFUND NOT PAID

It's really annoying that I have to take the following steps just to get my refund back from Nedbank, when you can spend so much money to make Minnie Dlamini a brand ambassador for your brand but can hardly pay me back my refund. No1: You over debited me & now i've had to run in between two of your branches and only to not be assisted till date. On Saturday(02/05/2015) I spoke to Lorenzo (Maponya Mall) who promised me that my refund will be paid to me on the 05/02/2015 as per reference number: *** but on Wednesday when the amount was still not received I went to Jabulani Mall and spoke to Bongi who advised me that your finance department hadn't processed my request & that refunds usually take 3-7 working days. Due to the delay caused by your company Bongi advised YET AGAIN that my request will be marked as URGENT & my refund will be received by Thursday as per reference number: *** and amount will be refunded by Today(07/05/2015). Now as a mother with a new born baby CAn NOT be running back & forth for something that was meant to be refunded as per Lorenzo's initial reference number. I need to pay rent URGENTLY & would highly appreciate it if my refund could be processed.