Poor service from Nedbank

Good morning

On the 17th of Feb I mistakenly eft money into a wrong account number, I called the bank the following day and the guy I spoke to said if it's in an inactive account it will bounce back to my account within 3 days, he said he cannot see the account number it went to, I was also advised to fill in the recall form wich I did and emailed it last week Tuesday. I called in last week Thursday to check on the progress of my recall and I was told to wait for 7 days before I call again to check, I called in today and the lady I spoke with Nomfudo said she can not help me with anything as I do not have a reference number of the case. How long should I wait before I get that reference? She said the recall department is also not available to assist me and I basically needs to send them an email. I have lost all patience with Nedbank, as they simply dont want to assist And also the poor service I'm receiving from your bank