MISSING PAYMENT-NO RESPONSE

I Phoned my local FNB branch to find out if they can help me with a missing payment and the lady told me to phone their on-line banking department, after doing so i waited about 15min to get through to a guy who didnt sound very keen on helping me, he told me to hold on while he accessed my account but i didnt give him my name or any details so how the hell could he have tried to access any account so i held on for another /- 15min and then they cut me off, later in the day i tried again and after another 10-15min i spoke to a lady who told me that there is nothing she can do and that the admin department has to sort out the problem. she said she sent the query to the admin department and that they will get back to me on the problem. its been more than a day now and i still havent heard anything back from them, This is a very urgent matter, my money is MISSING but the people on the other side of the line at FNB just dont seem to care, ive never had problems with them but friends and family who bank with them also have complaints that lately their service is slowly going down the toilet like everything else in south africa . very disappointed!!!