Poor service from Nedbank

On the 17/03/2018 I have paid a big amount to our bond account, but instead of using an account I used a reference number as an account number, I paid it via Capitec app. At first I thought the problem was with Capitec bank because I felt since I have paid it to the incorrect account Capitec was suppose to pay the money back to my account. After a long dispute Capitec managed to assist me and they referred my case to Nedbank Complaints department on the 23rd of April 2018- and the case number ********** 5 and I was promised that the resolution manager will contact me within 24hrs - that never happened on the 30th of April we(me and my husband) visited the Nedbank branch in Bellville and the consultant put us through to the claims department - and we were told that our matter will be resolved on the 2nd of May the administrator will transfer the money back to our bond account because we have all the details(the name of the person that the money was paid to, and we have been in contact with this person and he was willing to oblige) on the 02/05/2018 I received an email stating that they are still looking at the matter, up until today I haven't here anything from Nedbank, this is a very bad experience from a big bank like Nedbank. no telephone calls, no sms, no emails there is just No communication from Nedbank, I don't know what happened to their slogan "you ask once"