PI**ED OFF

I received an email notifying me that a foreign payment from my Skrill account has been received by FNB on 2 July 2019, and after trying to access my funds, I was told that the transfer cannot be completed as the 'sender' name and the 'receiver' name are both my names. I understood that and I was told the funds would then be transferred back to Skrill in order for a re-transfer to be done. It has now been more than 3 weeks since the FNB claims that they have returned my funds to Skrill, and after countless contact with Skrill I was told that no funds have been received yet. I have talked to countless people in FNB's Forex department to help track my funds but it seems that no on is willing to help. Firstly, I have to talk to a new person every single time to explain, and after being told that an investigation will be done to help track my funds, no action seems to be taken. I am an account holder and I have switched to FNB, thinking that they have a culture of going out of their way to help their customers, but it seems no one cares at all. To this day I still have no idea where my funds are since they apparently "left" my FNB account, and I don't even have any documentation confirming this transaction which I can provide to Skrill to help track my money. I am so frustrated and I have a good mind of going back to my previous bank because it seems that FNB is not willing to assist their clients in any way whatsoever.