Staff not informed and unable to assist

I have not received a payout from airbnb and despite the fact that airbnb have provided me with a processor transaction code which apparently indicates that Nedbank have actually received this amount, I have been sent from pillar to post at Nedbank, with no-one, including branch staff, two people from the global department and two people from the card division all unable to help me. This money was released on the 17th of January and despite the fact that monies take a few days because of of weekends to be processed it is now more than ten days since that money has been released. The staff at Nedbank are not capacitated on this matter. Theyb cannot escalate anything and they simply transfer you or drop the call when they do not know what to do. I have proof of this money being released by airbnb and they have proof that it was processed by Nedbank with a transaction code. This does not appear to be understood or familair to any Nedbank staff. If I am not wrong, there are hundreds if not thousands of people in South Africa conducting business with airbnb and therefore having to be paid out by them through their banks in South Arica. Surely this is not a unique situation and staff should not what the protocol is and how it works in order to be able to help clients in South Africa.