UNRESOLVED CLAIM NO FEEDBACK

Not happy with the nedbank toll free call centre. I logged a claim with them on the 18th of December for money which I did not get at an atm which just went offline while I was busy withdrawing, still waiting for my cash send to come out & i did not get the funds but the money was paid out.I was told to wait for 7 days and I would get an sms. I waited until I decided to call them back on the 12th January only to find out they still have not resolved the claim, telling me stories about not giving enough info. The guy I spoke to didn't even clearly understand what I was following up on, because he kept talking about an account number and this had nothing to do with an account number its cash send.