Bank deposit/transfer dispute

I have an issue with my bank(FNB). On the 18th of April i transferred R500 to my cousins account and the transaction went through with no problems. After transferring i told my cousin and all was well until the money was not reflecting in her account, on the 24th of April she went to the bank and they told her that her account was closed and that there was no money in her account.

I went to the bank(fnb calswald branch) on the 26th of April to enquire and was told the money should have bounced back into my account and if not i have to call costume service that dealt with transfers. They gave me fone and i called waited for 30min being transferred from 1 consultant to the next after 45min of no help i asked the consultant in the bank if there was anything they could do to assist with they said no and i left.

On the 9th of May I went to FNB mall of Africa and told the consultant my problem okay then we called the transfer costumer service again and the lady asked for my details and to relay the problem to her after that she asked me for my cousins account number so she can check if the account was really closed and i did and she confirmed.

She then told me the money was in Suspended account or lost account i didn't understand but assured me that i didn't need to sign anything as the money will be back in my account within 5 working days. That did not happen and after 2weeks (30 May) i went to FNB Calswald to enquire again and was referred to the costumer service again and they treated my problem as if it was very new to them they didn't know I've been coming to the bank whereas they always say calls are recorded.

The lady said it was impossible what I was saying my money should have bounced back into my account. The consultant told me if they had to fill in papers for missing payment they will charge me R289. The lady on the line said it was not necessarily and they will call/ get back to me in 7 working days. I am still waiting for them to call me.

Please help me

Regards Omphile