Complain

I am dissapointed with Fnb services since on the 1st of November idid payment reversal of 3000 up until today they not assisting me instead they keep telling me thay have logged quieries until today. Even on their branch they not assisting me. All ineed to know now is the money still with the recipient it was supposed to be recieved from them or it with Fnb and why ita take s a whole month