Very Very bad Service

I spoke to a consultant on Saturday morning the 05/12/2020 to get a settlement amount for my personal loan. I then paid the settlement amount and did as they instructed me to do and what reference to use. I called on Monday the 07/12/2020 and they still could not pick up my payment. I've called thrice in this week. Yesterday when i spoke to Ntokozo at nedbank and sent him my pop 3 times. I mentioned that i've done the payment and there should be no deductions. today they deducted R2393 off my account after me settling the account and having proof of paying it. now they can't give me an answer as to when they will refund me or even settle my personal loan after i've paid and also received an sms thanking me for my payment