Slow response to account change&refund

I have spent the last three months getting Nedbank to change my account details (type of acc) but to date this has not been completed. Last week I was promised a reversal of charges and was told this would take 2 days to clear, almost five days later no reversal has been processed and instead further charges debited. Appalled at the time taken on this matter, such a basic request but seems too much for Nedbank systems.