Zero customer Service at Nedbank

I am not happy with your Nedbank service i have neen getting lately. I sent my mom money through the Send Imali option at 8:47am still she has not got the money (sms with the pin), (this is the second time this is happening) i sent an email no reply. I called the call centre and i was put on hold for 20 minutes until i ran out of airtime !!!