Settlement amount due to client and settlement letter dishonoured by Nedbank Staff

I call the Nedbank contact centre several time's. I settled a personal loan around July the bank debited a R55 off my account after the account was settled still the reversal has not been done. I called the contact centre to query this but the staff doesn't seem to care.

Secondly I was transferred to get the settlement amount of one of my other loand with the bank do I can settle it. They told me the amount I had asked for a confirmation email with the settlement amount be emailed to me as proof again should the bank dishonour this. I'm still waiting. The last time I asked for a settlement letter it was sent to me. The consultant did say she'd send it. How much longer should I wait.

I'm sooooo grateful I'm settling Nedbank after sale service is mediocre.