Worst service ever!

The worst experience ever, I am so disappointed and all the agents do not care how I've been left stranded as Nedbank has my money. I settled my Nedbank personal loans yet they still deducted the installments on my account. I called in a week ago and was told that my funds will be reversed in 2 days but nothing has happened. when I call in I'm told its because the loans are not closed as yet so i must wait. I ask until when must i wait an I'm being told there is no definite time. what kind of useless service is that!