Terrible customer service regarding ***** case logged with Nedbank !!!

I phoned and spoke to a Nedbank ***** department agent and enquired what I need to do to log a ***** case during the week of the 14th of August 2023. I got the affidavit done with SAPS and I emailed the affidavit and other documentation and evidence to a Nedbank staff member and the case was logged on the 21st of August 2023. I phoned the call centre a couple of weeks later on, and was told that my dad is sitting with management. I waited for another couple of weeks and then phoned the call centre for feedback. I was told by the agent that the person investigating the case will call me back before the end of the week. The week passed and I received no further feedback. I then phoned the call centre again and was put through to the ***** department. I spoke to a lady and gave her the call reference number that I had. She said that they use a different system to the call centre. She asked for the card numbers that were used. I said that the ***** was committed on my electronic banking and not on my card numbers. I also said that the cards had expired and I had received new cards from the bank. She could not find my case number and said that she could not help me further. That was the end of the call. I then phoned and spoke to the call centre again and asked if they could find me any other case reference number. The agent helped me nicely and then said that I need to log a complaint as my case will then be dealt with by a client services resolution manager. He assisted me to log the complaint. A couple of days later I received an email from a client services resolution manager and was informed that I will receive feedback. I waited for a couple of days and then rep**** rep**** to ask for feedback, and was advised that it can take up to 10 weeks to finalize the case. I asked again for feedback via email and was told that a complaint can take up to 20 days to resolve. It is now 10 weeks and one day since I logged the case and I have still not received feedback. I think that this is really poor customer service !!

I hope that this message is viewed by the correct set of eyes that will assist with getting this issue resolved with the urgency that it needs.