FNB Pay Back The Money!

On the 19 July 2019 my step dad lost 6000 telephonically wiyh an FNB staff member. He followed the needed steps to open a case etc. He last spoke with an Fnb investigator named Norma Swuazi Sebandae who advised her work is done and it's now up to management to pay the money. He has not heard back from her or any FNB staff. She has blatantly ignored his attempts to reach her. He has been into branches and has been advised it has been escalated. We are in 2020 and FNB clearly is refusing to pay him! This is not on! I am taking this further. I am attempting to contact their centres with no luck! Ridiculous!