Terrible service from fnb

I've been struggling to get assistance from fnb regarding a payshap payment made from my account to a nedbank account holder, the receipient has not received this payment since it was made on the 16th December! Its almost a month, i first logged this incident with Fnb on the 24th December through their secure chat platform and was promised a refund will be done within 4 days. Afteewhich i contact them again through the same platform and was transferred from pillar to post. I then decided to call rather on the 23rd,the agent on the call told me i will receive my refund within 24 hours, its been 4 days now with no feedback. I just want my money back that's all!!!!