Double Visa transaction - want my MONEY

Good day

A double visa transaction went off of my account on the 17th December 2018 , I have been phoning numerous times , every time i get told someone will phone me back , every time i get told that they will expedite the query but until today , i have had absolutely no feedback from the bank regarding my ref number was ********** 689 and on Friday it was changed to a level to yet again with a consultant telling me someone will phone me back in the next hour

This is really ridiculous , the due date for my query was on the 08/01/2018 and now i keep on being told they are waiting for feedback from Nedbank

I would appreciate it if you can actually phone Nedbank and get this resolved as soon as possible ,

I really want my money back , and as my bank i really thought i would receive the fast sufficient service

Thank you Arline Vergottini