Complaint

I used nedbank money to scan for a withdrawal on the 19th and the money didn't come out first time,receipt said it was declined but the money was deducted somehow,had to make another withdrawal...since then I've been talking to Nedbank through the app and through calls to no avail, they keep giving me different references and telling me the previous wasn't logged correctly. I'm really not getting any assistance as it is cos the last person I spoke to went as far as calling but never sent the references number.now I don't even know where to start anymore...