Fnb bad service

Last year someone decided to send me a payshap using fnb .I didn't get it in my account .that person send Me a proof indeed she did send. We try to contact fnb we send them a proof of statement for both part . Still they didnt solve them problem .they are quite about it . We have send everything they need .fnb has a bad service when it come to they client. I was gonna be happy if they trace what happened to the money