Poor service and theft

Sibeso and Devendran and their team have promised to escalate my query multiple times. They have sat with a large amount of my money promising to refund me for a faulty device that was delivered and returned because of their inability to follow protocol and update me on my faulty product. Each and every time I request for a refund I get told it has been escalated and will reflect in 3-5 business days. This is my third attempt at trying to resolve this with this Nedbank affiliate and no luck. I think it’s exceptionally unfair for the company to withheld my finances for their lack of service aswell as inability to solve customer queries. Giving me a voucher yet still not refunding me is theft. I want my money back now. I’ve now had to instill the services of my private banker. I cannot believe that Nedbank would approve the services of such a terrible company.