FNB owes me my money !!

I did a payment via cell banking on Wednesday 9 May 2018. I received a sms stating the payment had been successful and the amount was deducted from my account. This morning I received a sms stating that this payment had failed. The amount was NOT deposited back into my account though !!! I have now spent 35 minutes on the phone and spoken to five agents who cannot assist me or just trnafer me to the computer. I follow the instructions to the tee but the computer continues to say that I did not enter any numbers ! the agents say they cannot help me as the computer must clear me first but yet they acknowledge that the payment was made from my account !! SO WHAT NOW FNB !!!