Fnb bad service

Good day second complaint and i still dont know where my money is or even a phone call just got the below but no one even asked me for my details and still dont have the money Dear Miss M Pelser,

FNB Contact Center received your complaint with reference number [**********NF].

Kindly be advised that we have been advised by our back office department that Nokuthula has advised you that the funds have been returned back to your bank account for any further assistance please contact us on **********.

Regards, Jason Davids FNB Contact Center Service Recovery

Went into the branch again still no one can help me ive been struggling to get my money from the 25th of September and when you phone them no one can assist you my next step is going to the ombudsman please contact me fnb and dont tell me you will email me the ref as i have not received one reference