FNB and Moneygram

I have processed my moneygram on Tuesday 18 March, it is the 20th today and I am still waiting for my pay out The agent now tells me that they cannot see the funds and I have to wait until Monday they "might" see the funds on Monday. I asked can I talk or contact the back office working with the moneygram investigation. I was told they dont take calls I am so disappointed and dissatisfied with the service from fnb.