Pay & Clear not processed , money disappeared

I made a payment from my FNB account on the 17 October 2021 to my Capitec account and opted for pay and clear , however the funds was not paid & cleared to the Capitec account and I was also charged R45 for this transaction and the funds have not been received on the Capitec account up until today . I lodged a formal complaint and tried to have the matter resolved via FNB app chat and the consultants kept putting me through to different people to keep explaining the same story and even asked to attach a Capitec bank statement by one of them but nothing was resolved and the last person I spoke to said that payment was “paid” to Capitec and Cleared and I have to query with Capitec .I contacted Capitec and they have confirmed that there were no funds received .

I received a call from a lady called Shiska (not sure of the name but surname Gavender) from Digital banking to advise that they did have a problem but still investigating . But now I’m not getting any progress feedback and I don’t understand why if they know they had a problem they are not rectifying it and correct my account and keep inconveniencing me by having to run after them while my money disappeared from their banking system NOW I am supposed to wait while they investigate what!???