FNB doesn't pay reciepant but gives us proof of payment!!

A payment was made on the fbn app in Sept 20. Correct beneficiary etc-payment is done every month to the same person. I proof of a payment was sent and the reciepant has not recieved funds. Seems like we didn't do payment. Went into the bank and they advised we have to full in a reversal firm and they cannot do anything because it was done over the internet!!!

What nonsense. The reciepant needs the funds. Payment was done correctly on our side. Why must we reverse funds when we paid the correct person. Its your error. Pathetic service!!!!!