Bad service 😔😔

I do not know if this bank deserve the star that I just gave them seeing that they cannot even sort out a mere payment which was done from my account.The money reflect that it went out of my account and now I am being given the run around after four months of trying to locate the payment I am still not being assisted even though I have a private banker with them.I am so frustrated with this bank I am even thinking of laying a complaint with the banking ombudsman and closing my account after the matter has been sorted