Online banking

I paid UJ online on the 31st January 2020 and received the usual POP confirmation which I forwarded to UJ for my son’s registration purposes. On Monday 3rd February 2020, I received communication from UJ that the funds were not appearing on their statement. I called FNB non res who asked me to hold while they transferred me to the right section. I had to hold on forever. I called again and was told to call online banking *** or send an email to online ***. After trying the given number I resorted to the email and attached the two POPs. I then received an automated response to expect feedback in 3days. On the other hand UJ kept on insisting that the funds had not been received and therefore my son could not register. I then asked a friend to loan me the total amount I had transferred and pay it directly to UJ, of which he did from his standard bank account on Wednesday 5th. My son was allowed to do the preliminary registration online on the 4th. My son and I flew into SA on Friday afternoon to complete his registration at Kingsway campus. On Saturday morning after scouting for his accommodation we then visited FNB Campus square branch to try and open an account for my son and also follow up on my online payments for the 31st. I received entry no 41 and on being called to teller 4 I was professionally told of the account opening requirements of which we didn’t have the proof of res as the lease agreement had not been completed fully and we did not have a printed copy of proof of registration at UJ. On the online transfers, the teller noted that the transactions had gone through and advised that I contact customer service on the number at the back of my gold card. I initially used my own cellphone to call and was on the line for more than 30 minutes being transferred from one person to the other. I got cut off while holding and called again until teller 4 recommended that I use the branch landline. I was on the line for more than an hour being tossed around from one person to the other and being told that the only people who can reverse the transactions are in accounts. I was given another number *** and went through the same ordeal and was even told that I had probably used a wrong account to which I confirmed that UJ being a public recipient who are already specified in the FNB online system it was therefore impossible that I used a wrong account. One lady did mention that they was no way they could reverse the transaction of which I pleaded for help as I was 20k down and the recipient had not received the payments. The branch closed at 1pm while I was still in there and having spent almost 2 and half hours in the branch and failing to get an answer on the whereabouts of the total of R20034.00 that I paid online and how I can recover it I walked out a disgruntled and ill-treated customer.