Poor service and no feedback

I have been calling for the last three weeks. I spoke to a gentleman names Thembelani Khani. I have been sending him emails asking for feedback- I have not received any! Funds were paid erroneously from African Bank to FNB temp loan. The funds have since been in the suspense account. I have sent the proof of payment but no one has reached out to me. I keep calling and still nothing. I have been banking with FNB my whole life, my email has not changed yet I have not received the correspondence that they allege to have sent. I need assistance. This is poor service and really frustrating. They are able to reach me for product recommendations but not to give me feedback