Useless Staff

So I made a payment from my Nedbank Card to my Absa account on the 12 April, today is the 29 April and my account has not been credited, I emailed Nedbank they say the money left successfully but I never received it. So am I just supposed to lose money because it left successfully, where did it go because I never receive it? Pathetic service from Nedbank really. They should be investigating what happened, no-one can just afford to except this.