Poor service

Nedbank is giving me tough time with my money. Their atm failed to process/redeem my voucher. I've had this issue escalated as I need to use that voucher to buy food for my family however nedbank is dragging their feet in resolving this matter. They keep telling me about 7 days waiting period even though I told them that my family will not have food if this matter isn't resolved quicker. I need help and I'm desperate. I need that money. I spoke to a team leader (Seipati) who promised to call me back this morning before 11am, it's now an hour later and no one is calling. I'm requesting someone senior from nedbank to help with this matter. I really can't wait for upto 7 days to have this matter resolved. I will continue to mention this issue on any possible platform on social media until I get the help I need. Jacob Rammusa