Terrible Global Forex transfer Support! Money still missing.

Please FNB if you are reading this. I was looking for assistance from the 11th of August regarding a global transfer where the money did not get paid into the account it was supposed to go to. I have been emailing everyday and it is already 12 days without any help trying to find my money. Had a email from the team on the 16th of August asking for reference number. No response since. It was a large transaction and trusted FNB platform to do the transfer and was comforted with the fact that FNB would help if there was issues. But Forex is just not helping me. I really am scared my money is gone! I am out of the country at this moment and email response is all I can do at this stage.