Terrible business

About a month ago I had a ********** purchase experience. Nedbank ***** division made sure that I am having the worst experience getting my money back. I lost R1500 and the purchase was only for R100. Two weeks back I complained to their customer service that I haven't had any feedback. Today a consultant asked if I cancelled with the merchant!! Its upsetting to say the least. My money is not safe with them. And the amount of time it takes is ridiculous. I want my money back or Im moving banks. Yes they say they have backlog due to covid. But it doesn't excuse not communicating. I want answers please.