VERY POOR SERVICE

I app**** for Home improvement loan at Roosendal building Supplies 7 months ago. Then Nedbank transferrded the money into Roosendal Building supplies the monry was meant to extend my house to earn extra income. Roosendal denied ever getting money from Nedbank and I don't understand why Nedbank is involved to pay money but i never app**** from them now they can't reverse that amount back into my bank account they say they are not involved. Why they say so but are the ones who transferred money into the bank of Roosendal. I built my home cash struggling hoping that by borrowing money I will make things easy for me to extend. Since 9 October 2014 till now I never received that material but Nedbank keeps deducting my money from my bank account. Is it fair to pay money that you don't know or never received???