Appalling Service

My Debit card was retained by the ATM. I contacted the Contact Centre to stop my Debit card after I withdraw the money with my American Express card. The Consultant advised me that she will order a new Debit card for me, which I collected at the branch. I later realised that my American Express card does not appeared on my profile. It was then ascertained that the card was order in error. I contacted the Nedbank call centre and was advised by the consultant that the card fee will be waived due to an error on the Bank's side. However after a month of calls back and forth I am still strugglig for the fee to be reversed. I received numerous reference numbers but yet still no refund. I called again this morning and at 10h15 am I was advised by another Consultant the Consultant that handled my query in the beginning will call me back, I never received the promised call back. I had to call back and be advised by another Consultant that the request was only approved today and the turn around time is 24 to 28 hours after I was told seven days ago that turn around time for refunds is 5 - 7 business days. I am actually stunned that it takes more than a month for a fee to be reversed. All they give you is a different reference number when you call and if you speak to the Consultants no one wants to take responsibility. I am really appalled at the level of service received.