Refund taking ages to process

An agent from the bank called me to offer me a new cheque card with a greenbacks card for points I agreed and later needed to collect it from the Jabulani mall branch which I didn't. Looting of the branch happened. I receive an sms that R1300 has been withdrawn from my account yet I'm sitting at home the bank later confirms funds were withdrawn using the cheque card that I did not collect from the branch, this card was linked to my debit card which is negligent given the fact that I had not collected the card yet. I opended a case the following day 19 July 2021 with their card ***** department, when following up they tell me that the case is finalized under review. I don't understand how it can take so long for a refund of my hard earned money. What's taking so long? WHY WAS THIS CARD WHICH STILL NEEDED TO BE ACTIVATED AND COLLECTED LINKED TO MY DEBIT CARD? NEGLIGENCE!!!!!!! Today I called and spoke to 2 different agents from the ***** department who couldn't even transfer me to the agent that's busy with my case or their manager Sfiso Nkabinde

No feedback whatsoever from nedbank, no help or urgency from nedbank, no superior to talk to, agents drop the line when asked to transfer me to their manager.

What kind of business is this? ***** department is incopetent the least they can do is email me with feedback regarding my case. It's covid and income is affected yet they cant treat refunding a customers money with urgency. What must my kids eat while they are finalizing and reviewing.

VERY BAD SERVICE!!!!

I have been polite following up for weeks but seemingly no one takes this case seriously.