Sassa money gone

I’m honestly angry and annoyed as to how my issue was handled. I trusted this bank with my kids money, to my surprise I get ****med, the money I’m supposed to take care of my kids with. I went back and forth yesterday, was told a query was logged later on closed with no one reaching out to me. When I’m reaching out today, nothing can be done. Please tell me this is not how you run your business.