Nedbank customer service

I have been to nedbank today to withdraw R500 cardless withdrawal at the ATM in Cavendish mall right opposite the Nedbank branch ..after inputting my details and the money processing the ATM restarted and I did not get my funds ..I went to the enquiries counter to get told that I would need to use another option like picknpay to withdraw my funds. I explained that this isn't the first time and that it I would not be able to withdraw it as it would show I have claimed it already . I went to picknpay and as I had explained it was declined by the bank when trying to withdraw at the register. I went back to the branch and only one till was operational with more than 10 people waiting to be helped. I emailed ,phoned and got no help whatsoever and I am out of pocket as I really needed the funds. I have experienced this before and the resolution was that the money would go back to whom ever sent it within 30 days leaving me without any hope that they genuinely will help me resolve an issue which isn't my fault.