Mixed Response

My husband received multiple messages to phone Nedbank in connection with his Ackermans account. After about a week of phone call after phone call, he contacted them and spoke to a Martin, this was early December. Apparently there is a cash ammount on my husband's Ackermans account (He closed the account years ago). After giving him all my husband's information (ID, bank acc number, cellphone number etc) we received a Reference number ( ********** 8) and was assured payment would commence within 7days. On the 19th of December we phoned again and spoke to Ashley, she said they have not given any attention to the matter, they would look into it. We haven't heard anything anything since. Tonight 29 January, we phoned again (unfortunately I did not get the persons name, it was a lady) according to her, there is nothing linked to my husband's account. Apparently we have to go into Ackermans, and ask them to see if there is any credit on his account. This account has been closed for a couple of years, we don't even have cards or numbers anymore. How does one person say payment wil commence within 7days, and the other, no there is nothing, you must go and find out yourself. So what now? What happened to the credit? The number we phoned was ********** 111, credit card department.