Send Imali disappearing

Very poor service send imali. I sent money on the 28th of October 2019, the person I was sending the money did not receive the sms I waited for the money to return to my account within 7-10 working days and that did not happen. On the 12 of November I phoned Nedbank to please see where my money went to I was given a case number and nothing has happened till today I have been told of team leader on leave. Why must I wait for so long for my own money useless app and uncaring bank.