Dissapeared funds - Nedbank does not know where my money is.

I am expecting a payment from Friday, 15th of August 2025. I never received any communication on Saturday the 16th, no funds came in. Sunday the 17th I got a notification saying there is money that came in, I checked and the balance did not change. An agent on the chat platform said they can see the payment and it is going to clear at 03:00 AM on Monday, the 18th. Till not 12:30PM, Monday the 18th the money shows on the statement but the balance figures never changed. I called countless times and my calls were cut off while talking to the agents. I am promised an email with a breakdown of my transaction and I never received. I requested a statement of my uncleared funds but no one is willing to assist. Can someone answer or assist so that I can happily move my banking elsewhere in peace.