Shockingly bad service

During the course of April 2021 I accepted a loan offered to me on my banking app. As I had an outstanding loan with Nedbank I figured the outstanding amount on the loan would be taken from the payout of the new loan to settle the first loan. It was not and I was left with two loans. I immediately requested a settlement amount and received my settlement letter on the 30th of April. I was told to make payment to Nedbank by way of a once off payment which I did on the 30th of April. On the 26th of May I got an sms notification that the debit order for the loan I had settled on the 30th of April had gone off. I phoned Nedbank and after being bounced around a bit was eventually put through to Cynthia. Cynthia had a look to see where the funds had gone stating that they could have been allocated to my home loan instead. They hadn't and she was unable to trace from her side so she logged a call from her side and provided me with a reference number stating that she would let me know what's happening as soon as she has feedback. On Friday the 28th of May Cynthia gave me a call in the afternoon while I was on my way home and told me that although they had managed to trace where my money had gone that it was not good news as apparently I had somehow selected an attorney's account from their legal department side and that they cannot move the money back and that I would need to visit my branch for them to request the return. Monday the 31sth of May I went into the Clearwater branch for assistance. Unfortunately for me the consultant didn't know how to assist me and phoned another department for assistance and put the call through to my cell phone. After trying to explain everything that had gone on the person on the other end was trying to assist when we were disconnected, I'd like to believe accidentally. I waited for a call back but after a few minutes of waiting I asked the consultant to please reconnect us, which she tried unsuccessfully to do. Eventually, while the consultant was assisting another customer, what I assume was the branch manager came to help the consultant with the other customers problem. After assisting the other customer she finally attempted to assist me. The account number I had paid the money into could not be traced by this person so I was told that they would need to escalate the problem to another department and that I would be contacted by the end of the day to let me know what was happening. I am still waiting 18 days later. I sent a complaint in on the 9th of June about this whole sorry story and got an e-mail response on the 10th of June acknowledging receipt of the complaint and that the resolution may take up to eight working days and that they humbly request that I please allow deviation from the time frame as each matter is dealt with on its own merit. Now eight working days from 11th of June, as the e-mail was delivered at 15h26 on the 10th, would take me to today the 18th of June if Saturday is considered a working day. I have had no further communication regarding any sort of progress. To say I am extremely disappointed would be an understatement. The service I received from the branch itself was pathetic. Not once during the three hours I was there did I feel like anyone had any interest in assisting me. In my opinion if a consultant is assisting you they assist you until your issue is resolved. However what actually happened was I set aside once I had been connected and even once I had been disconnected was kept aside while she assisted other customers. It was only after I stated I would not be leaving until I knew something was happening that I was assisted by the branch manager and then dismissed with the promise to contact me later that day. Honestly speaking if it wasn't going to be such an issue to do I would consider moving everything back to my other account with another bank.