Extremely disappointed Nedbank customer

I'm extremely disappointed with Nedbank. I have been banking with them for about 8 years now and my recent experience with them has been a bad one. I needed to withdraw cash urgently, didn't have my debit card or the same number I use for cellphone banking but had my money app. I sent R5000 to my second cellphone number, which was the the maximum it gave me but when I got to an ATM I found out that that amount can't be withdrawn. I called Nedbank and explained my situation and even emailed them. The response I got was that I can't withdraw that amount because the limit is R2500.

They advised me to get it from certain shops but I couldn't get help either because they have their own in-store limits. The bruch told me the money would reverse bank into my account after 48 hours, the Nedbank help said 24 hours but it's been more than 48 hours of waiting now still no help. I sent them an email, the response was more lies and a useless reference number. My question is why allow me to transfer such an amount if it can't be withdrawn in the first place. Apparently according to the brunch, I'm not the only complaint. Now I'm stuck and my life is disrupted and inconvenienced by a bank I so trusted with my finances