Refund Query ,Terrible Service ,more 26 working days ago.

For more than 26 working days ,we have been waiting for feedback from Nedbank Seshego branch. At Nedbank Seshego Circle Branch, a consultant made a mistake while assisting an elderly person who is not Computer literate to transfer money ,into the wrong account which is not an active account, this account has been closed. No due diligence was performed in account verification the Team Lead/manager (Patricia) is not taking accountability showing lack of responsiveness. We have been pretty patient and followed the procedure to retrieve the money back, assisted by the Team lead/manager (Patricia) ,she had promised that this matter would be a Recall / refund dispute between the two banks ,which would take 7days and an obligation charge of R394.67 which was submitted on the 2nd of October. After days and days of follow-up travel and calls made to the Seshego Branch and no response from Patricia, I then took an initiative to call the Service Desk on ***, we were then assist by Khotsofalang Tsoanyana(Call reference 283 902 64) both me and the account holder were on a conference call with the consultant. However, Khotsofalang Tsoanyana successfully authenticated the account and said the money is in suspensed account but the account holder must go-to the Branch to claim the money. This leaves to question the ethical procedures Nedbank follows and whether the Code of Ethics/Conduct is being followed by Nedbank Seshego Branch ,The Nedbank Value’s : “Integrity, Respect ,Accountability ,People-Centered and Client-Drive” as stated on their website, is clearly not part of their Values, I hope someone will be able to assist in a Timely Manner.