Poor response to FNB's issues

I made a EFT 1 week ago on my FNB app and selected the pay and clear option. My account was debited, yet the beneficiary did not receive the amount. I have called FNB 3 times now and have still not received a refund. I tried to make the same payment yesterday only to have the same experience.

I think it's important to note that all 3 FNB representatives were respectful and helpful over the phone, so that's not at all the issue.

I unfortunately cannot run my business if my bank cannot successfully execute a simple EFT to a local business (not an offs**** account). Perhaps one should look elsewhere for a competent bank.