Unresolved Query dissatisfied

I am very disappointed in the service received from Nedbank home loan department on the 28th I noticed that my bond installment was debited on the 27th Dec ,which I didn't understand cause they debited on the 19th Dec,called at 08h56 same day and was advised the collection department will be available the following day.Called back on the 29th at 12h17 which I was told they can see and will log a case for refund which will happen in 2 to 3,advised the lady that is far as I needed the cash urgently,called back again on the 30th since no response was given neither refund done still I was told they or it request for supervisor was told they will call back,on the 31st at 15h25 again I'm the one doing follow up since no call back received,spoke to the lady who went as far as telling me that she can see I have advance on my access bond account as refund will be deposited that I told her that is wrong of her to suggest that made her aware I don't like the suggestion noticed how rude she is and that at that moment myself I got irate cause now question was the double debit intentional all cause of the advance in my account so is the refund ,asked for the supervisor and was given the email for leratomolor, sent the email at 3h56 even included the client feedback email raising all this issues,no feedback received to this day,called back again on the 09th Jan at 11h50 wanting to find out the way forward was told there is no record of me logging a query for a refund no notes regarding it also ,further to that she advised that the refund won't be done if there is transfers done which I made her aware nothing was communicated regarding that also I needed the money even their consultant told me to transfer so requested that she sends me statements for my bond which shows all this transfers to date I'm still waiting,no feedback or refund done .So guess saving the money with them was a mistake,cause looks like it gives them right to pay themselves whenever they feel like,looking at moving my my services with them pity with the long process I can't move the home loan ,regret ever thinking my money was safe ,all they say about doing good for the individuals didn't receive it from them.