Appalling customer service regarding Fee disputes

Was incorrectly charged a significant amount of money when a faulty atm couldn’t dispense the money, had to resort to sending an imali to my own cellphone and withdraw it. Chatted to a Nedbank agent Vuyokazi on the app, explained my situation, and a fees dispute was opened. After a month nothing was happening so I opened a complaint and was given a reference number. I got an sms saying the Nedbank “branch” will honour the fee reversal. I visited my nearest Nedbank(Liberty Midlands Mall) on a Tuesday, was told by an assistant Matthew the money will reflect on my account on Friday. 3 weeks later, nothing in my account. I called customer service and spoke to Cheslin Constance telling me “It takes 5-7 working days to reflect” and he will do a follow up with the branch regarding the fee reversal. 1.5months later, still nothing. I even visited the branch and left my details for the assistant to call me but nothing. I even called Cheslin Constance that is handling the fee dispute and no answer, and when somebody does answer they give the same generic **** : “Give me your details and the reference number and I’ll get him to call you back”. I’m gatvol with Nedbank’s pathetic customer service, I’m seriously considering moving to another financial service provider that actually gives a **** about their customers. Disappointed and utterly frustrated