Greenback/ Forex Nightmare.

I have redeemed my Greenbacks on the 20th of July on my Nedbank money app . Got a ref number via sms . Went to bank yesterday to collect. “ sorry but we are not aware of it and we need confirmation from the loyalty program “ I was told. No where was I made aware of this. My flight is tomorrow evening and I do not know if I will have the funds I requested. Not sure which department is responsible for this mess. But I know my husband was Do furious he walked out of the bank as they wasted our valuable time. And he said he will never use Forex again via Greenbacks. And to top it all I can NOT phone greenbacks! They only respond to e- mail queries. They have my passport copy, my flight ticket and I was in the bank myself. I did everything I was suppose to do . But someone at Nedbank is not doing the job he gets paid for. They will probably blame the poor computer.