Refund not processed after 7 days

I am disappointed at Nedbank because of a lady called Chanty who helped me on the 26th January 2015. My bank account was debited twice on the 25th January without me being informed. when I phoned they explained to me the reason and I told them that I wasn't aware as nobody informed me that my account would be debited twice and also explained that I cannot afford the amount debited on my account and so requested a refund after making another arrangement. Chanty told me that she will request the refund and it should take 3-7days and I asked her for a reference number, she said there is no reference number I can follow up using my account number, the date as well as her name. I followed up on Monday the 2nd February and was told that it should be through by Wednesday the 04th as it took 3-7days. today, Wednesday the 4th I phone and speak to Sakhile, he cannot pick up any request for a refund on my account and now has to request the refund and cannot promise me that I will get it any sooner as this was caused by Nedbank staff. I could not pay my other debts because I am still waiting for a refund of up over R3000 from Nedbank and cannot wait another 3-7 days.