Reversal of greenbacks debit not done

Last week I called to report the greenback debit of R204. I cancelled my greenbacks a while ago. I spoke to Yolande ref ***9. She was very helpful. Today I checked my account and the amount has not been credited. I called the call centre and spoke to a young lady for the better part of 12 minutes. She should join the secret service she asked me an unnecessary amount of questions to prove I was who I said I was. When I got irritated she put me on hold (again) and never came back! The original conversation was about 8 minutes then I was on hold for three or four minutes before I put the phone down. Apparently I have been de linked but not reimbursed. Rather unfair to be charged for something you aren't benefitting from? Please reverse. After 2 phone calls totalling about 25 minutes Nedbank did not make it happen...