Unprofessional ******

So I did an online international purchase a few months back and in July I requested refunds for some other stuff. Then the service provider granted them in July and wrote that it should take 5-14 days but worst case scenario is 30days for my bank to process. So I waited and kept checking my banking app and nothing came through beyond the 30 days. So I called them (30Aug) and the lady who assisted requested reference numbers provided by the service provider and though we could not see the refunds in my or her system she did however confirm that they see the transactions in the back end so she will escalate to find out why they don't pull through to the account. She also said that department would contact me. Fast forward to 3 Sept no one has called me so I call them again. I was explaining and telling them I am just following up but they kept arguing that my money doesn't exist because they don't see it and left he holding the phone and transferring me without warning to another department. I was transferred 5 times without notice. Eventually I asked for the manager as I was fed up and the lady said that the team leader would assist. I asked her if she was sure and she said yes the team leader was sufficient. I held for the so called team leader and they told me she is in a meeting but would call me afterwards. This was around 14:00. The day ended and so did the week. Now it's the 10th and still no one has contacted me. So the first lady was able to trace my transactions on the 23 July but everyone on the 3 Sept claimed there was nothing to see. So now Nedbank is full of *******? This is why I closed my child's bank account because they harassed me about the money I put for so I took it elsewhere for peace of mind. The only reason I still have a card there is because I built up my credit otherwise I would leave with immediate effect. I am definitely not going to obtain further products from them as they clearly don't value the customers.