MFC/Nedbank ***** - no service at all

While we were on leave in June 2021, someone bought a Hilux bakkie on our name. We picked it up in August when we could not renew our car license. My husband opened a ***** case and immediately informed Nedbank/MFC. After investigation, MFC confirmed the ***** and promised to pay back our premiums and bank costs. Nearly a year later and we are still waiting for our money, while Nedbank is earning interest on my money. Now they are claiming they are waiting for the dealer to reimburse them before they pay us. I have nothing to do with the transaction between the bank and the dealer, the bank owes me the money, and I want the money back from MFC/Nedbank. They owe me the money with interest and bank charges. There is no reply from John at MFC, he does not answer his phone, reads Whats-apps, but no reply.