FNB - Money has been "lost" so they say.

Everyone always talks about going to FNB, I mean I was ready to up and transfer myself until! Until the last 2 months. I am writing this on behalf of my Fiancé. The last two months he has tried to transfer money to me, and to two other parties that will remain anonymous due to this being a public platform. However, this money has not gotten to anyone to whom it was supposed to. When FNB is contacted they have us bouncing from department to department with no answer. This money is over R5000 now just floating in mid air which makes me almost feel like they are *****ing it because if no answers are being given then where is our money. I hate having to use Hello Peter for these things but it seems its the only way to get answers! Money is a difficult thing to come by when you are counting every penny and when your trusted bank loses it its tough because now you are what? supposed to find money out of thin air? Things need to get paid and there is simply no excuse for peoples hard earned money to just go missing. We need some answers here FNB!!!