Refund delay

I was sent a cash send voucher by mt tenant and went to cash this voucher at Northgate Mall ATM on the 16th of November, The ATM restarted as it was meant to release the money. I then logged a call right away and the ATM investigators resolved this query on Monday the 18th of November and was told this was refunded back to the person who sent me the money. Today its the 29th of November, two full weeks since logging the query and Nedbank is yet to refund this money. I have called over 10 times and with each call I am given a different story. Every time I called I was told this is being escalated but when following up no one could pick up an escalation. Its been two full weeks , two full weeks without assistance and I call more then 3 times everyday. If my call is not cut off, I am told I will be called back which never happens. This is very disappointing from such a big bank.