Missing Payment

I made a payment to a Swaziland standard bank account using customer identification number instead of account number due to confusion of their 13 digits and fnb only allowing 11 digits. I called to log a missing payment where the agent said would take 24/48 hours for feedback. So I called again and the next agent said the same thing. So I called again today dec 30th and agent said that I should fill in a reversal form where I would be charged R250. Why? I'm a premier account holder and an agent said that to trace a missing payment is free. No one is tracing any payment and I am becoming furious. Everytime I call agents pickup but I can still hear them speaking in the background or they cut the call or I'm just being passed around. I'm calling internationally and this is costing me money. Is someone going to track this payment of R2000?