No communication from the institution

On the 21st of September I used my banking app to purchase a quick pick powerball ticket of which the money got deducted from my account yet a ticket was not generated. On the 22nd of September I logged a query and reference number ***2 was given to me. I was given a turn around time of +/- 3 working days and I heard absolutely nothing from them. Last week I did a follow up and I was told the manager would be in touch with me and I still have not heard anything. If this is the treatment we get as clients of Nedbank then I'm really appalled by the service I'm getting from them.