Money vanish in my account no trace of it

on The 10th of November 2021 I asked help from a consultant coz i having trouble with my nedbank app so she was helping me to send the money to a phone number but the number never reach the destination 4 min later I called nedbank & reverse the money coz it had not reach it destination & the consultant confirmed it was reversed but up until today the money is not in my account & the problem was never solved the money can't traced it shows on their system that it was reversed but it doesn't show coming back to me & I'm wondering if i can trust nedbank with my money . Today it's the 16Th of November the matter has not been solved nobody seems to have answers for me every time when I call their call center customer service the're always escalating the matter & will call me back but never do , worst of all now i have to buy airtime & be put on hold for at least 25min every time my end time of call is normally 55min which costs me a lot of airtime. I spend money to find money missing on my account with a trusted bank . I feel like nedbank is another VBS I'm really disappointed with this are we supposed to trust these banks if they do this to us