Nedbank ATM transaction that has not been resolved

I am writing to urgently escalate an issue regarding an Nedbank ATM transaction that has not been resolved, despite numerous attempts to contact Nedbank's customer service.

On Tuesday, 2 December, I used an ATM at Nedbank to pay my child’s school registration fee. Unfortunately, the transaction was not processed as expected, and the funds were taken from my ATM without confirmation that the payment went through. Since then, I have contacted Nedbank multiple times, but they have informed me that it will take 3-5 working days to resolve the issue. This is particularly concerning because the school year is starting soon, and the registration deadline is this coming Monday. I have been with the bank for over 10 years and I am shocked at wow insensitive and lack of urgency they showing towards this situation