Private Banking with Nedbank what?

I have been a private banking client of Nedbank for a long time, Since last year when Kulula.com liquidated I have reached out to my banker and the associated departments to assist me in getting my refund for a ticket purchased where the flight was cancelled by the airline. The process clearly stated that I could ask my bank to refund the money from Comair and till today, I have not received my refund. I have escalated to my private banker several times with no results. Perhaps it's time to cut my loses and move banks but Nedbank, here is your final chance to redeem yourself?