Nedbank took money off my daughter's account WRONGLY!

My daughter's bank card expired at the end of April '21. We went into the Nedbank Clearwater branch to get a new bank card for her in the first week of May. Received a bank card, all good and well. Then on the 7th of July her bank account was debited with R145-00 for a replacement card! Friday the 9th of July we went to Nedbank Clearwater branch and it was closed. Tuesday the 20th of July we were finally able to go into a branch due to rioting etc... Ticket number - 051 - 2021-07-20 Time 14:55. Dealt with a gentlemen who confirmed the charge for a replacement card was incorrect and he advised us it would be refunded within a few days. Wednesday the 11th of August I went back to Nedbank Clearwater branch because No Refund / Reversal had happen yet. Ticket number - 041 - 2021-08-11 time:14:04. Dealt with a lady, who asked if I remembered who we had seen previously - pointed to the gentlemen who had dealt with us on the 20th of July. He unfortunately said to her, he was not the person who I had seen. I believe the reason for that is, there is an issue because the query was never logged on the system, explains why my daughter has not had her refund yet! The lady then said she needed to print out a statement so she could try assist me. Manager was nowhere to be found because apparently she needed the Manager's authorization to put it on the system, due to it not being done prior. I wrote my cellphone number on the statement sheet the lady had printed out and she said she would call or sms me once the complaint/request was loaded. I have not heard anything back, no sms or phonecall! My daughter is in matric and it is her pocket money that goes into her account, so R145 is A LOT of money for a young person. PLUS now Nedbank have charged her account with R30 for the statement the lady printed out - OMG! If the lady had informed me there would be a charge and not just do it, I would have gone to the ATM to draw a statement for her. SHOCKING! I would like both these situations to be rectified by Nedbank Clearwater with immediate effect!