Another Nedbank Mistake.

Why is it that when you call the call centres or go to nedbank branch's service is so poor. Why is it that to get something done and get a straight answer you have to write on hello Peter. Real sad reality. I went into a nedbank branch on the 02/10/2018 spoke with a lady from the credit card legal department telephonically about two transfactions that have been taken by them "accidently" one of the transactions is according to my payment aggrement which I've never defualted on and the other one is a "mistake" according to the lady my money was going to be refunded with in 24hours. We have pasted 24hours no refund. I needed to book a flight with that cash for Friday and now I can't because nedbank made a mistake and then to top it all of I was given incorrect information. I've made withdrawals from my offs**** account which will reflect on the day that I actually need to leave. Is nedbank going to compensate for the extra costs ill have to pay????? Can someone please investigate this..................