Money not received

On the 6th October I received an email with a proof of payment from African bank that R402 has been deposited into my standard bank account and it's gonna take 3 working days for it to reflect which to this day I have not received it. I went tot branch to enquire and they called the call centre however the consultant by the name of Gladys Sisilane did not want to check where the money come from because I am calling from the branch. She aske the consultant from the branch to send an email to the finance department which she did. Few days later I went to the branch to check if the is any response and to my suprise she told me that she hasn't received any feedback. I mean if the was money due to me why am I not getting it and if the was nothing due to me why did I get that email with the proof of payment? African bank please reply to the email sent to you.