Aggrieved By Nedbank Debt Care Delays On Refund

I am currently aggrieved by the way the Nedbank Debt Care Escalations have handled my matter. I recently app**** for Debt Review and I was not aware that all banks that I have credit agreement with will freeze or close my account for accessibility....On the 4th of February 2021 I put a notice for my children's educational investments via Old Mutual and Nedbank has been my bank for almost 4 decades so i submitted the Nedbank Current Account numbers to Old Mutual for payment and on the 10th of Feb,Old mutual paid the amounts into my Nedbank current account. However since I have registered for debt review I noticed that my bank cards are no longer active in that the ATM machine swallowed my Nedbank credit card and my American Express card and upon reporting those to customers care I was told thy are not able to replace them as I am under debt review. So since I was unable to draw the money Old Mutual paid into my cheque account I called Nedbank DebtCentre to ask them to refund me the money,I was advised to send an email and provide new banking details where the said money paid will be refunded into. Since it was an urgent matter as schools were opening on 15th February and I needed the money to sort out my children's school needs I asked whom can I send this email to in order to get speedy results since I was told it takes 10 working days to process a refund, I was informed to email my requestv to escalation emails 1 and 2 as those teams will be able to attend the matter asap and it can take less that 10 days but rather 5 days. I can confidently confirm that today its 23 February 2021 I have not been refunded ..every day I make enquiry call centre agents are unable to indicate what is holding up my refund and its not clear who is the Senior who must instruct ppl to do their work.I am very frustrated by the way Nedbank Debt Centre has handled my case and I seek clarification why are u not paying back my money from Old Mutual as 10 working days has passed...I am sick and tired of stories that some people are working from home as if we are on level 5...