Refund prolonged

Good day <br> <br> I have a Nedbank personal loan and I was retrenched last year 30 November ,I have Nedlife on my loan account.I submitted my claim on the 11 December 2015.My December and January installment was debited from my Absa account on the 22nd of each month.I called Nedbank to inquire about this and I was told there was some setback with the insurance claim but it is being processed.As soon as the insurance claim is processed I can call back for my refund.On the 29th Of January the insurance paid both installments.I called the call center an was told that my account is in advance and I can expect my refund in the next 5-7 days.After 7 days still no refund so I call again and this time was transferred to the insurance department and this time I am told I need to send some confirmation of banking details.I am very unhappy with this service,this should have been told to my when I called on the 4th February.Firstly my account should not have been debited and then I need to wait and later some more waiting and other documents needed.It is the same account that the debit order has been going off and has gone off less than 30 days ago.