poor service received

Reference number ***. On the 03/04/24 I made an immediate payment to my Nedbank account to the value of R3800 which has never reflected. I then logged a query and every time I call to follow up, I receive the same response i.e. they are still awaiting feedback. I have offered to supply Capitec with my Nedbank bank statements to facilitate the investigation and I was informed that they cannot accept these as they contain my personal information. Today when I followed up, I was informed that the matter will now be escalated. I am still confused as to why this is taking so long, let alone the escalation. The service received leave much to be desired for.