Release my money please

Banking with Nedbank has been the most horrific experience. I made an order with Farfetch and my order was cancelled they even provided proof that my payment was voided. The only thing that Nedbank needs to do is to release the funds back to my account it has been ten days and the money has not been released!!! Honestly banking with Nedbank is the worst I don’t want to lie. When you call the call centre they tell you different stories the agents need training so they stop lying and misleading. Nedbank I want my money asap!!!!