Nedbank Sendimali Nightmare

I did a Nedbank Sendimali transaction on the first of this month (1 september) and the money was not collected. Called several times after the 7 day period had lapsed but was told to keep giving it more days. Finally got a reference number on the 13th. Today being the 17th still no assistance they are saying it is with their escalation department but cannot understand the delay or how difficult it could be to reverse this.