Money vanished from my account

My husband had a very bad experience with FNB after being a client for so long. A R1000 "went missing" from his account and when calling the FNB call centre all they say is that was payments that went of from prior dates as payments are pending when purchasing at stores. When he asked for a statement she said she is unable to provide a statement and can only confirm what she see on the system. Her name is Sandra Mnyoni. A R1000 is a R1000 and it cannot be taken lightly.