Unpaid Refund

Last week Saturday, 27th January 2018, Nedbank collections deducted an APO from my cheque account whilst I was busy making payment arrangements. Nonhlanla from Customer complaints assisted me with my query and told me that Nedbank will process my refund either Monday or Tuesday. Today I phoned collections again and was assured that my refund will be processed by close of business today, 31st January 2018, and nothing reflects on my account as yet. I am frustrated and annoyed and I am truly considering closing my cheque account and banking with another institution. I feel like I cannot trust Nedbank anymore.