Missing payment not traced after 2 months

My name is jamilla ebrahim mansoor. I sent money to my aunt on December 14th, 2015 and account number that I used was incorrect. I have been calling from canada every week or so for the past 2 months and emailing agents Teboho and vuyo in the customer care department and seems as if no one could trace my money and I was still charged a recall fee of R250. So vuyo said she requested a refund and would get back to me after 3 working days and those days have past. Seems like fnb is the worst bank I could have ever chosen to bank with. Customer service to me is bad. Think I wasted more money on my phone bill and still no solution to my problem. I didn't get my money so it's probably in fnb or standard banks suspense account or somewhere except with me. I am very very angry.