Really bad services from Nedbank ***** department

Reference number ***, my case number since 12 December 2025, still busy investigating it, everytime they asked for proof and I send it numerous times for them even to Thama Mlondo the investigator but still nothing, I just want to know why must I send 4 to 5times proof of payment for the same case, what are they doing there because it's very frustrated when you have to wait for your own money, money that you worked hard for, Nedbank disappointed me really