R154 000 transaction that seems like it never happened

I am deeply concerned with the lack of communication and assistance that I am receiving from the FNB deceased estates Home Loans department. On the 5th of July I sent an email requesting assistance with a payment that was made to my late parents' home loan account that I was told could not be found. Sanlam, who paid in my father's death claim provided proof of the transaction and after 2 emails to FNB I haven't received as little as an acknowledgement of the document. R154 000 can not possibly just disappear into thin air. This serves as a complaint that without assistance I am going to forward to the banking ombuds because this is unbelievably unprofessional and careless.