Still Waiting Feedback

I went to Nedbank on the 09 December, 2015 to apply for a loan, and it was approved and the money was transferred into my Nedbank bank account the following day. The loan application was a reload because I have an existing loan with them which I am paying end of every month. The problem started when Nedbank debited some of the money the loaned to repay my existing loan, which was only payable by the end of the month. It seems like, according to Nedbank, I am taking a loan to repay a loan! I queried this on Friday 14, Dec and they acknowledged the mistake said the money will be refunded, latest by Monday, 14 December. I told the consultant that that would be an inconvenience because I needed the money for weekend. He placed me on hold, apparently to consult with his manager and after a long wait he told me the problem has been resolved and the money will be transferred by Friday, or Saturday morning the latest. It seems like this bank is not serious about customer service because no feedback has come forth nor refund. My complaint regarding Nedbak send iMali had to wait until I did not care but had to wait for the money to bounce after seven days. My ref is ***