Discovery is not treating me fairly

On the 1st July I was advised by a discovery representative that my refund for the airline tickets, however when I check on my app the money was refunded and when i called on friday to follow up on the refund i was advised no money is coming my way because Nedbank will be paying the money. On three occasions when i had called none of this information was disclosed to me neither did I receive any form of communication regarding this. I just think it is extremely unfair. I was told the matter has been escalated and I will receive a call back and to date I have not received any feedback regarding my complain.