*****ing funds from an orphanage

Pay2Cell was made in April to the incorrect number. The funds were meant for an orphanage. The account holder advised that FNB must recall these funds as he can't as his account is in arrears. FNB keeps asking me for the same information over and over and I have followed up 5 times and everytime the person asks for the initial information sent. They don't include email signatures on responses. I guess that they hope that I get fedup and they use the orphanage funds to settle their arrears. I have even asked in my letter that they credit the orphanage account directly without returning the funds to me.