I'm receiving no assistance what so ever

My account has been blocked for over a month now. A payment was made to my account (I do not know who this person is, the refernce does not say) to get ny account unblocked I need to refund this person but now my problem is I do not know where that payment is coming from. Nomthandazo Mcayi from FNB is the one assisting me with this and she told me that she cannot help me in getting this person's contacts so I can refund them (understandably so because FNB can't give out people's info) but at the same time she is not giving me a way foward. So does this mean my account is going to stay unblocked forever? I have tried getting this sorted but I end being told that the inly person who can assist with this matter is Nomthandazo Mcayi and she is not doing that. I mean honestly I got bills to pay, I'm now in arrears because no one can assist me. I honestly regret ever moving to FNB