Nedbank refusing to give me my funds

I logged a disputed and was advised to even close my account as the was two transaction made by bolt, 1st one was a pre-authorization of amount lodged by me on the dispute form and it is suppose to be released by the bank but now I'm being told stories that i might not get my refund and the agents are just telling me a lot of bull**** and stories which don't even make sense. Please fix this mess, I WANT MY MONEY BACK NOW!!!!!!! like what the hell are you guys running this circus. case number CPT-254736