Nedbank's lack of urgency

I am really dissapointed at how Nedbank has been treating me recently as their loyal customer for so many years. They seem to be not acting in m best interest by not showing a sense of urgency in the *****y I have lodged with them.

On the 23 October 2020 I withdrew money at a Capitec ATM at E****wa, the transaction went through but the money didn't come out. Firstly I called Capitec clientcare they directed me to Nedbank. I called Nedbank the same day the agent suggested I wait for 24 hours to see if it is not reversed, that was on Friday. On the 26 October 2020 which was on a Monday I lodged a query with Nedbank client care I was told it will take 7 days to resolve.

After 7days I kept on making follow ups I was always told the matter has been escalated to Saswitch department, the question is for how long should I wait. I am at a difficult position whereby every penny is planned for specific purpose, losing few rands turn my livelihood upside down. Nedbank doesn't seem to care about the needs of their customers, our daily struggles, no sense of urgency in dealing with my querry,

I regard Nedbank's action as breach of service as I was told the turnaround time to resolve the querry is 7 working days.