attempted reversal of money lost over holiday period due to no staff monitoring or responding to mails

During November and December 2019 I had made a payment into the incorrect account. I thought if I had reported it the account would have been frozen so I could recover my money. My first two submitted attempts were closed. The response period is stated as 5 Working days, with my third submitting attempt after 2 weeks of not receiving response because staff were probably too busy as it was December and New years I went into the bank to question why I had received no answer to my reversal request. They had never processed it and somehow missed my email. When I was at the branch they submitted it and the account had insufficient funds - which makes sense as the reversal was attempted a month after me first reporting before shristmas, so this person wouldve spent it as christmas money. I feel devastated to have lost 5500 over the christmas period as a student because the FNB team did not correspond to my request while they were on holiday. Request made on January 3rd ( no reference number available as never processed) - went into branch Jan 30 reversal not available Feb 7th. First reversal attempt was done 21 DECEMBER 2019. Upon stating that insufficient funds in account the number of recipient given does not belong to account holder.