Terrible service from Nedbank

Their customer service is not up to scratch. I reported money that reported as withdrawn from atm. They told me a card and a pin was used. I was not happy about this response so I logged into internet banking the money was, the money was showing as still in my account but not on available. So I called the bank to find out what is happening, the consultant said its pending authorization. And the following day it went off. I have reported the matter with them on the 25th December 2019, up until now no call from Nedbank.