Fnb staff are rude and unprofessional

I am an fnb private wealth client and made a global payment to the USA on Sunday. On Monday I am contact via email without an apology or explanation that I must redo the transaction as it did not go through. However, I was charged for the transaction that was unsuccessful and the money that was transferred has not been returned to my account. A very rude individual by the name of Isidor Jacobs informed me of the above events with no courtesy call or explanation. When I insisted on how to address me, their rudeness and unprofessional conduct, Isidor then wrote an email with capital letters to me. Is this the shoddy service that I am paying for? I am very disappointed. Regards, Dr. Mkwananzi