Poor attendance to clients by Nedbank consultants

Me and my fiance we are using Nedbank but by far its the worst bank ever in our experience,my fiance made a withdrawal voucher from park station branch on the 28th of June as she left her bank card at home, when she went to the ATM the voucher had expired on the same minute she had the voucher,she went back to the branch same time the consultant came to the ATM with her to verify it was indeed had expired....she was given a number to call as the branch couldn't do anything to help...I found it funny because I thought branches are there to help clients but not with Nedbank,we called this *** because the branch can't even phone this number to get an assistant for thier clients so the client must be the one calling.This guys from this number have been telling us that they are launching the case and gives us 48 hours to be refunded,after 48 hours again we were given another case number with another 48 hours,now this has be going on since the 28th of June 2022 up to date they haven't refunded the money but we were given another case number with more 48 hours to wait,so we don't know anymore what to do to get the money to be refunded.....please we need help and I personally feel thr nedbank branches should be closed because all the do is to refer clients instead of helping them.