Poor service delivery

On the 12th October 2023 i have made an eft immediate payment from my capitec account to my fnb easy zero account. Till today the money hasn't reflected to the fnb account. I have made enquiries from fnb bank and I was informed that the eft amount ive made is beyond my easy zero account monthly limit and therefore the money will automatically be rejected and send back to my capitec account. However fnb is not willing to check where the money is at this stage so is capitec bank. I am not happy with this two banks and its consultants. Capitec consultants are unprofessional and provides poor service. As a client I deserve to know where is this money hanging so it can be reversed to my account. My airtime is even finished because non of the two banks is willing to help. Can I get my money and go open an account with other banks, because this is ridiculous.