Fnb terrible service

This bank just gets it wrong everytime...i had a missing payment request on this closed cheque account as a purchase was made whilst I was still using this account .after logging the request on the 05.09 to date no one can give me feedback I spoke to Lerato on Monday who confirmed that she will email me the notification on their system notifying me that the payment was never in the account and in fact no amount of money was received .I need this as Zando is sitting with my refund and has confirmed to me that Fnb has it in their account .Fnb needs to provide me with proof so I can confirm this and get my money back. Another case was lodged yesterday but still nothing no response.FNB :-) Your Call Reference number is Rd ********** 5317.