Unsatisfactory service

Good day, I'm extremely disappointed and dissatisfied with the service and response I have received from nedbank. I was ****med of R77388 when I sold goods to their client. I received a payment notification and proof of payment with reference number (2020-02-12NEDBANK/***) from Nedbank. When enquiring with Nedbank Bushbuckridge I was told that they cannot see where this originated from when it has their reference number and security code. I'm very disappointed because I'm also a nedbank and I expect better service from my bank.