All banks, especially Nedbank just do what they want and we have to take it

I want to complain about Nedbank, but I wonder if they care enough to do something about it. Their rating on your site is 1/5. They are listed as bank nr 19 on doing something about complaints so does it really help to complain about them? Apparently not. I think it is time we close big companies that don't worry about service like they close us down.

My story:

A friend owed me money, we are both clients of Nedbank, in my case, more than 30 years. So he paid the cash into a Nedbank machine last Saturday. I stood right beside him. The machine took a long time, said it could not do the transaction and to take the money back, but did not give it back. My friend called Nedbank and they said they will deal with it within 3 working days. That would've been on Wednesday. He phoned on Monday, Tuesday, Wednesday, Thursday, and today on Friday. Every time they give a long explanation and today, they said Nedbank Bloem haven't even started with the complaint. We are on the fifth working day and now they say that? I've called them today as well and they do not know what is going on??? If I am late with a payment at the bank, they give me a penalty, but if they are three days late...they will look into it. I am so sick and tired for big companies that do whatever they want and everybody should just accept it. As I said, apparently a complaint here doesn't even help. What a pity the lockdown did not take them down.