FNB Can't Verify Its Own payments.

Hi there On Thursday an FNB client made a payment to my African Bank account but it was reversed back to them on Friday.Again they re-did the payment back to my African Bank account this time hoping it wnt be reversed back to them again.They then sent me a proof of payment with a 'Tracking ID'.So I took an initiative to track the payment online just so to see how authentic it is..but I couldn't trace it as fnb's tracing systems kept giving me an error reading 'Payment can't be verified as information provided needs to be confirmed'.I didn't know what this meant so I called FNB for assistance but they shut me out saying that they can't help me even though I have a proof of payment with a tracking ID.What buffled me was when the consultant said that i need the sender next to me in order to verify the payment at which point i tried to explain to him or raher teach him how the fnb online verification works since he bluntly said he doesnt know how it works or even how to access it.So what's the tracking number/ID For then or even the proof of payment..what is it for if FNB itself cannot track or verify it?

I just need assistance verifying this payment.

Paid Date: 17/July/2020 Time: 12:31:33 Tracking ID: 6KQCV9NG Account/Recipient Number: *** Amount:120,000.00