Unresponsive Nedbank

I have a problem with Nedbank and not with individual staff members. On Monday17 October I became a victim of a very well-orchestrated and convincing **** involving my Nedbank Money App. Within a minute or so of this happening I contacted Nedbank to inform them of the money conned out of me. To my amazement I reached a consultant virtually immediately. I could hardly explain to her what happened when the line was dropped. I phoned again and got through to another consultant. He got my story and I think progressed as far as blocking my account. We were cut off again and I phoned again and got through to another person who got as far as supplying me with a reference number. I was told to go to the nearest branch to reopen my internet account. I arrived at the bank by 3.00 pm and stayed there until 4.00 pm. The staff members who assisted me were very courteous and tried their utmost to help me, but we progressed to a certain point and couldn't get any further due to a technical glitch at the self-service terminal. I was told to return the following morning, which I did. The same lady who helped me before, I think her name is Ruth, immediately came to my assistance. She told me that there was nothing that they could do at branch level to open my account. She contacted, I presume, the forensics branch by phone and I sat there waiting for at least 45 minutes for someone to respond. No response, only the usual "your call is important..." Ruth then managed to send an email to explain the problem. No response! I went to have lunch and returned about an hour and a half later. Still no response. Ruth told me to go home and promised to phone me the moment that she got an update. Another email was sent to the important department. I returned today and poor Ruth told me that there was still no response. It is sad that the poor woman who is in the firing line is getting all the flack. She should be promoted to PR officer for trying to keep me calm. By the way, I have not even received an acknowledgement from the forensics department. How can there be such a lack of communication within the bank? I have a lot of sympathy with the staff who, like Ruth, go the extra mile for the customer, however I have my doubts about the sincerity of Nedbank regarding client or staff.