FNB Forex dpt *****

I will have to summarize a long story but here goes: June 2022, R16000 wire transfer was sent from our Canadian bank BMO to our friend's FNB bank account in Brackenfell. It was 'rejected inward' (for a reason that are still puzzling) and to be sent back to our BMO account. Strangely, FNB did not enter the correct swift code and it was sent to Citibank in the US. Fast forward nearly 11 months later the R16000 has yet to be deposited and FNB is not claiming any responsibility! There have been countless emails with FNB's Forex department, several 'Consultants' have been either dropping the ball or pointing fingers in all directions, neither willing to escalate or put us in contact with to their supervisors... we are at a loss.