Bad communication

I withdrew a cash send of R400 from my hollywoodbets account. When i tried withdrawing it at the atm at Chilli lane in Sunninghill, it gave me R250 I called Nedbank immediatly to log a call. I then received an SMS that my query has been solved and I'll be receiving my refund in 2 working days, 4 working days later nothing has been sent. I then spoke to a consultant yesterday who said the money had been refunded to an account number ending with 1, I told her its not my account and she said she'll log another call . today I called in I'm being told by this rude consultant that I should go to a nedbank branch and get a transaction, I told him I don't have an account with FNB so how will I get that? REF number ***