internet banking

i called nedbank on the28 September 2019 i forgot the name of the lady i spoke to and she gave me the reference number for my call, i was told my money will be send bank into my bank account within 7 days to this date no one bothered to check their back log and today i called again and spoke to nthombi who put me on hold for 30 minutes without bothering to check if im still holding or not and I could hear the background of people laughing, i hanged up and called then phumlani answered and escalated the matter to his manager which is better and i hope like he said the i will get refund within this week... im so disappointed for such bad service.