No Customer Service, No attempt to Help

In December we incorrectly transferred money into our domestic helper's FNB account, which had been frozen by FNB due to her being a Zimbabwean when all the nonsense was happening with Visas.

We asked for the transaction to be reversed, and even went into the bank with her to show and explain the error. after 10 days of waiting, we get a convoluted email with no details saying "Outcome unsuccessful"

This is ridiculous. You closed the account, you have all the details and we went into the bank together. There has been no other response to our emails, no one to call, and YOU are sitting on thousands of rands without even an attempt to engage or provide any form of reasonable customer service.

If there was any thought about what you profess "how can we help you?" it's to return the money that is desperately needed that we have tried everything to explain to you and there is not even an inkling of trying to help.