FNB IS THE WORST BANK EVER they cant tell me what they did with my R13 000.

I am a Private Wealth Client but they treat me like what..... There is no customer Service. I got refunded by Takealot on 13th of May. they have sent me all the proof. But been to the branch in Centurion 4 times, tried contacting a private banker and been on calls with Missed payments and Online Banking. YET no one in the bank can tell me where my R13 000 is....... HOW IS THAT NOW FOR A WORLD CLASS BANK????