Refund not being paid

The most disgusting service! I’ve been waiting for a refund for more than 14 days now. Everyday i call Nedbank they simply just say it has been escalated. This Morning when i called i was told they are awaiting authorisation. My question is what authorisation? Why is it taking so long? Apparently they were out of sla with the refund but when it was time to debit they were always