FNB - where consultants don't even comprehend queries!

Good day. I contacted FNB via the secure chat to query my refund from Ticketmaster which was paid into my account over 3 weeks ago (according to Tickemaster, who provided me with an "RNN" tracking number. The Agents at FNB told me point black that they don't know what this is and they can only view my account as I would on my banking app. Today's FNB consultant also then proceeded to tell me about filling in a form for a payment reversal. Totally irrelevant and indicating that she did not understand what I was asking even though I used plain English. Ticketmaster insists that my bank should be able to track using the RNN number, yet my bank is telling otherwise. I am very disillusioned by the lack of assistance and the frustration from having consultants who cannot even understand my query. The agent even ended the chat with no resolution whatsoever - I had even asked her to refer me to someone who may know better. I hardly contact FNB for anything - yet this is the type of service they give when I do contact them! Shocking and appalling!