A whole bank & no one can track a missing payment let alone offer some clarity as to what happened.

I made a payment on 25 November 2023 wick went missing. i reported it on 1 December 2023, followed up on the WhatsApp self service 13 & 18 December 2023 and 3 January 2024. I know these things do happen, which is why I have given them enough time to investigate and get back to me, I even went to the branch 8 January 2024. Its like no one cares to even offer an explanation and give me a sense as to when this will be resolved. Interesting I had a similar incident with another bank reported it Thursday by next Monday the money was back in the account.