Capitec Bank is pathetic ,my money is missing and nobody can assist me!!!!

I made a transfer from my capitec acc on the 19 Jan 2019 to an FNB investment acc ,the money left my acc but has not reached FNB since the 19 January, i have called both banks and been sent from pillar to post, it is a large amount of money and nobody can tell me where my money is, i want my money bac****!! Now am been told that if Capitec recalls my money i will have to pay a recall fee, who fault is it??? Why cant my money be reversed??? Today was the first time i got a reference number since last week friday.. I am upset, i want my money bac****