Loss of funds

Transferred money using their app to FNB account which is my previous loan account, till today money has never been found, have been sent from pillar to post, have written emails to both Capitec and FNB, called, complained on fb nothing seems to bring my money back, Capitec said they were opening a missing money case, 14 days has lapsed without any response, Hi Winnie, please elaborate on the incident you logged as there seems to be feedback provided to you already. This is the response I received on FB, so how can my hard earned money dissappear inside the bank accounts, and tired of this I want my money.