Where is my money?

I was in the East Rand Mall branch on the 4th of June 2021 to perform reversals as I needed to the funds for a medical procedure after speaking to the companies that deducted. I was told that a reversal that is more than 40 days doesn't reflect immediately, I acknowledged and approved that the deduction can proceed. I received confirmation from that particular company that the reversal has been done and that the money for that month has not been received.

I call; 7 days later with the concern that the funds have not reflected in my account, Danielle in the call center advised that, that particular reversal was not successful and isn't visible on her side and advised that I need to go back to that branch.

I call the branch thereafter and the service consultant (Phumzile Zungu) says she cannot pick up my records using my ID number so I need to come into the branch. I cannot come into the branch as I am in hospital with instructions that I cannot leave due to Covid. Can someone in a more senior position please advise where those funds are as the company confirmed that it has been reversed!