Someone is lazy in this institution

I made a payment on my Old mutual loan account FNB keep on giving me Public recipient when want to put in the account number I was given by old mutual. When I make the follow-up with Old mutual no money was received. Old mutual tell me I must ask FNB account number because they don't know account number. FNB said must go back to old mutual and give them the phone. Now waiting for hour don't have a idea about my R5000 where it went.