NEDBANK UNPROFESSIONALISM AND WORST SERVICE!!!

I send an instant cash(imali) to a friend on the 27th of May , when my friend went to collect their system was done and she could not withdraw the money and apparently it was now Mobi Money!!. They say the money must be returned to my account within 48hrs but that hasn't happened. I logged a complaint the very same day,initially my friend used to get different consultants phoning her and creating different case numbers. What's appalling is when I went on their FB page 6 days ago, they keep apologizing and saying we have escalated the matter!! An apology without action is meaningless!! I honestly don't believe such a big financial institution will be so inefficient like this. It's almost a month with no feedback. Guys I want my money back. Nedbank you have the worst service ever but when it comes to debiting our accounts you are so quick!! The same way you take our money is the same way you should refund it!!