SEVERE DISAPPOINTMENT WITH NEDBANK CUSTOMER SERVICE

I've been with Nedbank for years, this is the second account I've got with them. This month my personal loan installment was deducted twice (first and as per usual on the 30th of November and then again on the 3rd of December - this all happened on the same salary!). Initially I got a refund, but then it was deducted AGAIN. On speaking to a call center agent I discovered that "an SMS was sent out" to which I was supposed to respond if I wasn't happy with the deduction for December being on the 3rd. An SMS which I never received. SMS communication??? In what age are we living that a simple email wasn't sent, stating something this important in big bold letters??? I now have nearly R3000 short on my salary which I'm sure anyone would agree is NOT acceptable. I've always been happy with Nedbank, but this was an extremely poor experience, with no effort to rectify the situation. Just, "sorry, you should have responded on your SMS" with a shrug and that's the end of it. Once my loan is repaid I'll be reverting to Capitec again and will close my Nedbank account.