Nedbank and Greenbacks - Money deducted and no voucher

On the 2nd December I wanted to purchase a Makro voucher on my Greenbacks account. The transaction failed and message came up to say try again. I did and had the same response. I closed my app and later that evening wanted to retry and to my dismay, the R2000 ( R1000 each per voucher) was deducted from my account but I did not receive the vouchers.

2 Dec - I connected to the Nedbank chat and reported this and I was told it was sent to the Greenbacks department 3 Dec - 16h06, Called Nedbank to ask what is happening and if it was reported ***) - I was told they know about the matter and they are working on it 5 Dec - 09h45 - Call Nedbank and was told same story ***) 9 Dec - Logged into the chat on the app, I was told the matter has been escalated to a team leader It is now the 14th and absolutely no response from Nedbank.

The vouchers will now be useless to me now. I just need the R2000 to be credited to my account.