SHOCKING SERVICE FROM SUCH A COMPANY

My name is Lutendo Minah Mahani a Nedbank home loan client, I am extremely disappointed with Nedbank home loan department for they way they are handling my matter, I was debited twice for my home loan after no one called me to make arrangements since I could not due to been sick, I called them on my payday to arrange refund and I was told the it has not yet reflected on they side, I then called again on Saturday and they lady I spoke with promised me that the refund will be process and it will take anything from 2 to 5 working days to reflect, I needed the money since I had nothing because I work on commission and I could not work and was desperate for the money to buy medication and food, when I did a follow on Monday I was told the is no record of my 3 calls, I asked to speak with the manager or team leader Kagiso and he then gave me all the required things I need to do to get my refund and also told me that due to the way my matter was handled it wont take 5 working for the refund it will be sooner, I then called the following day to be told that my matter is just in the beginning and before the select refund it will take 7 working days to make a decision then the wait will then begin for refund, 5 working plus 7 working days for refund that is about 2 week wait that its unbelievable and shocking special in this hard time.