Moneygram issue with FNB

I had the worst experience ever with the forex team I have a moneygram that was sent to me 3 days ago and I had an error on the fnb app to scan the ID, the sender scanned the ID numerous times successfully but I still cannot access to my money after numerous escalations yesterday today I was told to redo the steps and I did but now the new error is my ref number is incorrect and on the app it says scan the ID again. I spoke to Muambazi, Ritae and Thandiwe was my final straw who did not even understand or read to understand my query was completely unhelpful