Poor service from Nedbank contact center

Hi my name is Sibongile Mo***eng I have a complaint about the bad service igot from Nedbank on the 3rd of June my husband sended me a send imali to my phone I got the sms with a pin n ref no. For me to retrieve it from the ATM howerver when I got to the ATM to try and get the money it said transaction cancelled n I called the Nedbank contact center to try and get help the first agent told me that she will log in an ATM quiry Coz the was fault wit the ATM and she told me iwas gonna be refunded within 4working days how ever that was not the case ididnt get my money I called again after a week the other agent told me ididnt get refund coz the reason fr me getting not getting a refund it was not stated they told me they logged in a case for me I called again today the agent tells me the money was never debited from my husband acc bt it was I HV proof so they busy passing the bug n coming wit different excuses all the time n not refunding me my money coz it was not my fault and nobody knows what happened to my money iam very disappointed with the service I got it was poor all I need is my money back