Missing Payment- No assistance

I logged a call at Nedbank for Missing Payment. I was sent an email by consultant to log a query. Over a week and that i sent email no one responds or anything. Basically I phoned, then I was referred to an email. I log my query but no acknowledgement or anything. I have been sending the email to no one existing..... No feedback, no one is saying anything......The consultant says to me, my query was resolved.....So query resolved on me being sent an email that doesn't even work.....I'm still missing my money from Nedbank.......