No help from FNB with ***** case

I am trying to get to the bottom of a ***** matter and am unable to access secure chat on my personal banking profile. Further I am unable to access an interim bank statement on my app, and the FNB consultant says that they cannot provide me with a letter stating that there were no funds received into my account.

As background, I sold goods to someone who claims that they paid on Sunday. To date I have not received this money. They want me to prove that I have not received the money and FNB is not helping me with this.