Poor service from the FNB Private client consultant

Never in my years with FNB have ever experienced the **** service from the so called Private client service. I I tried to use the new paysharp service on the FNB App and the transaction failed, when i asked they told me the system blocked the transection which was on Friday last week. Now my money has not been returned and no one is able to assist, My banker does not answer my calls she only sends me emails. No one can put me to the escalation department, I have been sent the mail that unfortunately they cannot reverse my transaction. 1. The transaction that failed was not my problem, it was their system and now i cannot get my money back. Can someone call me to explain to me what is happening.