More than 10 days awaiting for a refund at nedbank

Very bad in such a way that we don't know what should be done and what the procedure is? We requested a refund on 23-08-2017 nedbank keeps on giving excuses one after another. We went through hell day to day going to the bank signing documents after documents,sending email after email, calling one phone call after another and ended to the complains department but still no action ,no money received till today. Werse part about it all is that they have a nerve to tell us to wait another 48 hours for our money.