Nedbank real time payment system flawed

I have been a customer with Nedbank for many years. This morning I did an urgent real time payment for medicine that is urgent. The pharmacy will not release the medicine without proof of payment . Do I did a real time payment . It has gone off my account but apparently not off my profile??? Now I can not get a proof of payment and is just getting sicker by the minute . They simply said they will phone me back . This was over R4000 and it is out of my account . What review do you Nedbank aspect for such service?