Nedbank Complaints (Maybe Mtasana)

Good day

On the 31st of August 2022 I made a transaction to a recipient through the Nedbank Money App. It was an immediate payment and I received an SMS with my new balance as usual shortly after the transaction. I had also taken a screenshot on the Money App as I was doing transaction. Hours later the recipient calls me to say the funds are still not reflecting in their account and so I logged in to my Money App to send her the Proop of Payment but only to find that there's no transaction of this amount on App. I immediately called Nedbank call centre to help me trace or track the funds and the the customer care couldn't help me but they could also confirm the SMS that was sent, so they transferred the call to Complaints Department, there I was given an email address to forward my query. I did that and also attached the screenshots of the SMS and the Money App. The following day I received an email from Ms Maybe Matsana stating that there's nothing Nedbank can do with a transaction that does not appear on the statement therefore the case is closed.

I responded back on the email of Ms Maybe Matsana to ask if they did thorough investigation on the matter because I do have proof that money left my account. She didn't bother to respond, she ignored me. Yesterday I call Nedbank to follow up on the case, I was transferred to the Manager who is dealing with the case and that manager happens to be Ms Maybe Matsana. This lady as soon as she answered the call she greeted me and started telling me that there's nothing Nedbank can do as she explained on her email and furthermore the Nedbank SMS service is system generated and is not accurate therefore they cannot rely on that for investigation, I tried to ask her about the Money App if it would allow a transaction without funds because the screenshot shows a successful transaction... she couldn't answer, that's when she started screaming at me over the phone insinuating that there were no funds in my account and that she doesn't know what could;ve been the issue with Nedbank Money App and their SMS system generated putting emphasis on how unreliable that facility is. I was ridiculed and embarrassed by this rude lady who obviously doesn't have problem solving skills and has no confidence on the brand she's supposed to be representing. I told her I'm ending the call and she must email me to finish the conversation as I couldn't take her screaming anymore, she resent the first email and said there's nothing Nedbank can do. I asked her to furnish me with details on how I can escalate the matter further before end of business yesterday but she dimissed me, no response till now. Nedbank needs to pay the funds missing in my account, someone has to give an account of what happened to the funds as I still have a negetive balance. I need answers.