Nedbank customer care sucks

I have paid money from my Nedbank account to my Bidvest account after 5 months Bidvestbank wants to send the money back to Nedbank but they need an indemnity form from Nedbank. I went to several branches but they do not know what an indeminity form is so i went to krugerdorp keywest branch and spoke to Antoinette the stand in branch manager. she phoned bidvestbank and found out what is needed. She informed me that she cannot phone the Nedbank department handeling the indeminity form she can only email them so she said she emailed them. After one day I phoned to follow up she could not pick up the phone so i left a message to return my call she never did. After 3 days I phoned her again she said she had no response yet and she cannot phone them.