FNB UNABLE TO TRACE R2978.00 ONLINE PAYMENT- NOW I MUST JUST FORGET ABOUT MY MONEY

On the 14th I wrote a review to FNB with regards to an internet payment I made to shien for the amount of R2978.00. I was contacted by Edith Sibanyone. Sent her the documents I sent to debit auths and the next day got a response "Dear MS CANDICE M ROBINSON,

Thank you for your response.

Kindly note that we are unable to trace disputed amount @ Shein for R 2978.00".

I sent a response email advising that the transaction is showing under my banking app transactions and gave the reference number for the transaction. No response. On Monday I sent another email to Edith asking what does this mean and how do we have to sort this matter out. R2978.00 is alot of money and I'm not just going to leave it as FNB is unable to trace this transaction. I want to know what must happen now is there something I need to do to get my money bank and if I don't get a response or solution to this matter I'm going to take this up with Scorpion legal and the ombudsman.