Refund my money this is not accepted

11th December I did transact so after 3 days I started to sought help from both banks. Then I phoned customer care line yase Nedbank abd they told me I must go back to STD bank. On the 31st I went ti STD bank the one at Nolene Centre. The teller told me that its not their problem its Nedbank theb I lost it and eventually I got helped by a manager who phoned someone from Nedbank who told me that it was Nedvank's problem she will escalate it with technical team from Ned, they will be sending me a reference no, of which I will take to the bank and they will fill some forn to retrieve that amount because the account does not exist with STD Bank.