I went to Nedbank to reverse Payment which was not allowing me to do on the app

I went to Nedbank to reverse Payment which was not allowing me to do on the app. When I got to the branch in Queensburgh the lady assisted advising that I report it as a ***** using the app. I did just that and the response was the consultant will be in touch. It's been 9 days but no communication about this. I am not pleased as they are not taking the matter serious. It's looks like the bank are encouraging the ********** to just enter to our accounts as they pleased and the banks are doing nothing about this.