FNB DROPS THE BALL WITH PAY AND CLEAR PAYMENT

I DID AN EFT FOR R13500 ON 25/09 WHICH WAS SPEEDILY DEDUCTED FROM MY ACCOUNT BUT NEVER PAID OVER TO APPLICABLE CAPITEC ACCOUNT I HAVE A STATEMENT FROM BENEFICIARY NOT SHOWING MY DEPOSIT MY QUESTION IS WHERE IS MY MONEY???? A LOT OF MONEY JUST TO WRITE OFF/LOOSE, AND I WANT A WRITTEN RESPONSE (EMAIL TO *** SINCE I DO NOT TAKE CALLS DUE TO BEING SEVERELY HEARING IMPAIRED