Where's my money?

On the 12 of this month I did a payment to my nedbank account from netteller and that money was supposed to on my account on the 17 but there's nothing because on the 15 I was called by nedbank consultant to let me know that they are declining the funds because I did not use them to do a deposit on netteller and that they gonna send money back to netteller and I am going to be charged. Since after that call up until today! I have not received my funds back. Today is the 22 and I am still waiting. The worst part is that I did not receive information at all from nedbank that I can use to track my funds. I am very disappointed with nedbank services