Nedbank

On the 20th of October I sent money to my friend using the Nedbank careless option and she confirmed that she got the money … after a few days when trying to withdraw the money, it did not come out so I went to Nedbank to ask for assistance… I was told that she needs to be the one going to Nedbank as the money was going to her… she went and was told to dial *120*(forgot the last numbers) and even after doing so she was not getting the new pin so she called and was told that a case has been opened she will be contacted.. it has been more than a month now and Nedbank has still not paid her her money… I am very disappointed in this bank as I have been banking with them for over 8 years with no complaints….. I want my money … she has even given up on the money but I will nottttt!!!!!!