Money is no where to be found

I phoned FNB Westgate today,as I received an email about a payment that I made in June that didn't go through,first of all they had me on the line for 33m21sec,so I inquired about this payment that I made on 24 June 2015,I had to email the proof of payment to FNB(as they cant pick it up on the system),when the Consultant received the email he then informed me that the proof of payment is not an FNB proof of payment. So where did this proof of payment come from?It says FNB and everything,this was emailed to me the day of payment. So I got transferred to another consultant(online banking - or so he said)after spending almost 15min on the phone with this lady,explaining everything all over again,her only answer was maybe its because it was an once off payment.Ok but where is the money?She couldn't help me -she will transfer me to online banking? I MEAN SERIOUSLY? wasn't I just transferred to online banking? No she says. Then I just had it I said I am sorry this is nonsense I've been on the phone for ever and no one can help me,they just keep transferring me? I will come in and sort this out myself! Still not knowing where or what happened to my money? This is unacceptable! Please HELP