Unprofessional

I have a Personal Loan at Nedbank and an Account at Nedbank. About two months ago ive arranged for that month's payment to be paid in cash (I even faxed them the proof of payment). This month Nedbank decided to deduct the payment TWICE off my account. I contacted them and they said because of the Cash Payment , even if i faxed them a proof of payment, the payment i made still said pending payment so the lady said she will refund me. She gave me the reference number *** and said i must phone back if my money isnt in by 05/11/2015. No payment and i phoned AGAIN. AFter 30min spent on the phone just to hear that they need the proof of payment i did 2 MONTHS ago before they give my refund. The guy i spoke to took my email and was supposed to let me know what i should email him to get my refund back. Its been 2 HOURS and i havent received anything YET!!! GETTING FED UP WITH THIS UNPROFESSIONAL BEHAVIOUR. WHY COULDNT THE LADY TELL ME THE FIST TIME THAT SHE NEEDS THE PROOF OF PAYMENT, NOTE THIS IS NOT THE FIRST TIME THIS HAS HAPPENED!!!