Poor service from FNB and negligence for a bank and their most important department

We have been ****med in December 2022 where payment on the fnb app showed pending because we paid with the credit card. FNB was contacted and advised the client that the payment never went through to the recipient hence showing pending. The money still went missing from the account. The incident happened 22 Dec 2022, we send the paperwork they requested 2days after the incident. They requested for more paperwork the first week of January, which forwarded again and now they requested it in last week again, because they never got it. FNB's ***** department has given us the poorest service and cannot assist with the correct information. They had to keep the client updated and not expecting the client to call after them week after week. I've advised the account holder to move away from fnb!