Nedbank Travel card not working as advertised

I have been into Clearwater branch twice in April and seen the same Forex lady, who has still not bothered to get back to me, even after my 2nd visit to the branch and ennsuring me she would. I Used the Nedbank Travel Card in London and NY in March. When I was in London and drew cash from ATM's, all the ATM's only brought up the Dollars I had loaded (even though I had Pounds loaded for London too) instead of bringing up the Pounds I had loaded (as advertised in their brochure that this is how it would work), I therefore think I paid additional conversion fees from $ to pounds and have requested a recon. 2nd x I went in the teller (same lady as above) stated she had mailed the product owner and he said I Selected Dollars which is untrue as Pounds were not even an option and not displayed, he never bothered to get hold of me either. So after 2 visits to branch at own expense, no one has got back to me despite me requesting a recon. This Travel card does not seem to work as advertised! very disappointing and pls dont tell me I selected Dollars In London, I am not that tech unsavvy and specifically looked for pounds and even re-inserted card to try and bring up pound amount.