Disappointed, feeling disrespected

On the 3rd April 2022 I sent my children to go and deposit money (R400.00) for me into my credit card at Nedbank ATM (ATM no. NFY08) situated at Moruleng mall. They say that after inserting the money into the cash slot, the machine took the money, canceled the transaction and returned the credit card. Upon realizing that the money is gone, they called me to call the customer care and logged a call. The customer care line ( ***)gave me this reference 5***. I did a follow up again on the 6th,7th, 19th, 29th April 2022 with the customer care line, I was told that they are still with the matter.

After approximately a month (in May 2022) I went to the bank to do a follow up. To my surprise, they said they do not recognize the reference number that the call centre had given me. We then had to lodge the matter again from scratch with the bank consultant. He took all my papers and made copies. He since said he will get back to me regarding the matter ( he gave me no reference, nothing at all).

I then went again at the beginning of June, we were told he since have been waiting for the footage, and claimed that the delay has been because of the renovations at their bank. This is truly disrespectful as I lodged the matter way before the renovations. He since said he will call by the end of the week. We are now in July, no feedback, nothing. Meanwhile, the bank is continuing to charge me, even charged me extra for the non payment caused by the delay.