Poor service from FNB & FNB Premier

Good day I paid money in a Lesotho FNB account for my nanny . She then advised me that the account is closed but hen funds were never reversed back into my account . I strongly believe that the funds are sitting in FNB suspense account somewhere but no one knows how to look for these funds . I sent the qeurry to FNB Premier but they are telling me they cannot find the funds . I need proof that the funds are not with FNB . You cant simply tell a customer you cannot help them . Not in this day in age . This is pathetic service . I have been with the bank for 17 years and surely this is nit how you treat a customer . ref number is Missing Payments CRM: ********** ********** 6