48hour refund turns into 2weeks

Made a payment it was unsuccessful was told it would be back in my account within 48hrs. Its been 2weeks. Ive called 6times each person I speak to says they will send an email to payshap team to investigate. Crazy thing they see the money sitting there but won't refund me. Nedbank do you really need my R2000 towards your bottom line? Im very annoyed, once I get my money back im closing the account.