Nedbank is a **** of a bank and no one knows what they are doing!

On the 30th August 2021, I sent money via send-i-mali to a plumber who was doing work at my place. No pin was sent to his phone and he couldn't access the funds. We tried dialing the *200 number to reset the password and he got the message that his number was blocked. I called the contact center and they couldn't help me and told me that the receiver needs to go to a branch with their ID/passport. The next day he went to the bank and he got no assistance. I called the contact centre and they told me they reversed the money into my account and it should reflect in 3 days. 3 days later no money was sent back in my account. I then went back to the Key West branch with him on the 3rd of September to try to resolve the issue. They again called the contact centre and we were given a reference number ***2 and told that the money would be in my account on Monday 6 September. Monday came and nothing. I went back to Key West branch on Wednesday (at this point I had already paid the plumber in cash and now just interested in getting my money back that's stuck somewhere within this stupid bank). I was told the same story to give it until Friday 10 Sept. I through my toys out and demanded to speak to the Manager. I spoke to Bongi Mbokazi who assured me that my case was being taken seriously and that she was talking to someone who would sort out the problem. She gave me her cell number and said I could call her if the money hadn't reflected. Yesterday 9 Sept, i was told that there was a "glitch" in the system and I should give them a couple of days. Please note now that 2 weeks have gone by. Now Bongi does not answer my calls. I have seriously had it with this bank and I need this resolved now!