No help from the bank

My mother app**** for a bond at Nedbank in November/December 2014 and the bond was approved, but on condition that she sells her property which also had an offer from potential buyers. The potential buyers also got their bond approved and then my mother went and paid B.J. Van der Walt & Schoeman attorneys from Alberton the bond cost which were R 11 621.43 and this attorney were appointed by Nedbank. The bond fail due to the fact that the potential buyers bond didn't go well for what ever reasons, my mom then went and cancelled the bond with the Bank because she was not able to pay for the two properties. She asked the consultant at the bank to assist with sending the attorneys an email requesting a refund and to cancel the bond. It has been three months now and she has not received the refund. And she has tried to contact the Nedbank who are not willing to help, they just told her she must contact the attorneys directly and they cant help. This attorneys have not responded to any of her emails and calls, this attorneys were appointed by Nedbank but Nedbank is not willing to assist. This is really not fair and not right. Nedbank needs to help my mother.