Nedbank atm query

I run a small manufacturing business and one of my customers sent me a R1000 via the nedbank money send on a Thursday. I went to the atm on Saturday morning and seems like the atm had a problem in short I couldn't get the funds. I called nedbank and they said the funds could have been sent back to the sender and I was told to wait for 4 working days. After that nothing reflected on the senders account. We both called nedbank and the only thing I was told is the query has been escalated. Upto date its almost been a month now no feedback or anything from nedbank. I'm so ****ed off with them I even thinking of closing my account with them.