Refund note received

My bond was cancelled & now Nedbank must refund my monies (R17152),however I have been getting run around - I was told over the phone your monies was Disbursed 12 Nov 2024 to the account number provided (My absa cheque acc), no monies received by 14 Nov, I was in (Ref number: ***1 & ***9) to date they cant answer me about my refund, yet I was assured by a Team Leader (Patricia) that the funds was refunded..