No feedback whatsoever

I sent myself a Nedbank Send I-Mali voucher to my cell phone. On the 27th January 18. . When I had entered the details, there was a power outage whilst I was waiting for the money to come out of the machine. When that happened I instantly called the number stated on the ATM for assistance, the first lady by the name of Clerissa; stated that I should wait for the ATM to come back ON as sometimes the notes are stuck and as soon as power comes on they should come through. After waiting for what seemed like forever the power came back on because of the emergency generators, I was still standing in front of the ATM. I watched it reboot and finally it was up and running, I was hoping the notes would come through as the Consultant had advised and I had no luck. I then used my Nedbank Cheque card trying to see if perhaps that would trigger the notes to come through. I then called again at 9:54AM the Consultant said she would speak to her Supervisor. She asked that I try to regenerate another Pin but the status I got was “ ** There are no available transactions”. After waiting while she was trying to find a solution she unfortunately told me that the Outbound team that deals with such issues are not at work on Saturday but that she has sent an email and someone should get back to me within 3-4 business days. Pretty much I have been calling daily and I am always being sent from pillar to post. On Friday the 9th I called again and was told that finally my email was escalated on the 7th of February 2018; mind you I started logging this query on the 27th of January and was told unfortunately the Manager who is supposed to respond or assign someone on my case is gone for the day. I asked to be put through the complaints division and was told they had also left for the day. The Consultant promised that on Monday someone would call me back, which of course never happened. I want to deeply express my disappointment caused by this incident, not only because seemingly my query is not being dealt with within the promised timeframe but also because I constantly have to be the one making an effort to call and enquire on the status of the so called investigation that is being done. I want answers and rightfully so I deserve them, and if the money is not refunded I would like an explanation of such stating why, and where were those notes used because I certainly didn’t get them. I know that each note issued by the Reserve Bank has a unique code, which can at all times be traced as it moves/circulates around from one point to another. I am at a point where I unfortunately regret switching from my old Bank to Nedbank because of the lack of urgency let alone courtesy shown in dealing with what seemingly is a trivial amount and complaint in the hands of the people ( 9 if not 10 Consultants I have spoken to since this incident happened) and the entire Bank that should be investigating or at least assigning people to investigate as promised regarding my query.