Ned bank lost my trust

We had a very bad experience at Ned bank bluff. My wife made an investment and was assisted by the bank person to do the investment on a banking app. It was a few days later that we checked and didn't find any money transfered into that account. My wife approached the bank only for them to be more lost for words as they couldn't find the money nor the investment number. We spent a few hours at the bank to resolve this and eventually the money was alocted to Cape Town. So my question is that if banking apps are so reliable why did this happen and what steps is Ned bank going to take to assure it customers that their money is safe. As customers we trust institute like banks to be reliable but not in this case. So we are not investing in Ned bank because lost our trust with our money. I would like to inform others to be very vigilant with their investment and banks.