Missing unpaid cheque

I would like to complain about the service received at Nedbank Benoni Lakeside. We deposited a cheque on the 12th of September 2019 into a busines account held at Nedbank we were told that it will take 7 to 10 days for the cheque to clear. Upon the 10 days lapsing the funds were still not in the account we went in to inquire about the cheque and we were given a statement that reflects the date the cheque was deposited (12 September 2019) and the on the 13th of September the statement shows that the cheque is unpaid. The municipality who issued the cheque has confirmed that the funds have been withdrawn and yet nobody at Nedbank knows what happened to the funds or the cheque.

The teller who assisted us at the Benoni branch could not give us a conclusive response as to what the reason could for the cheque to be unpaid we then asked for the cheque or a copy to be returned to us and she informed us that the branch no longer has it and it may happen that the cheque was taken to a different branch HOW EXACTLY??? WHEN THE CHEQUE WAS DEPOSITED AT THE BENONI LAKESIDE BRANCH!! which is also where the account was opened?.

We are still at the branch and have been told to wait because the cheque department has still not responded to our query despite us coming to the branch yersterday and calling in the whole day today to get feedback. She is currently now serving other customers just like yersterday and we will leave with no resolution to the matter.

I am applaud by the service received and request that Nedbank gives us answers in this regard.