Is Nedbank trying to ****!!!Imali money is lost????

The worse customer service i have ever received from Nedbank!!! I completely felt insulted by this consultant Busisiwe Nyembe! Poor customer service, the worse consultant i have dealt with in banking related matter. She has no intention in listening to clients and has no respect for the Nedbank brand or what Nedbank means to her and the clients. I need to know will need refund or return my money or not??? i sent an Imali to a friend and it has been over 6 days the person did not receive the OTP and has never withdrawn the money. I was promised a refund last week friday 28th Agust. But it is the 1st September tuesday, still nothing in my account. Has the money disappeared? and on top of that to have a rude agent like Busisiwe Nyembe worsen the situation!!!!! i need urgent feedback