Terrible service from the Forex department

We are expecting a Forex payment, sent to my FNB account on 13 May 2019, and we are still waiting for the funds to be deposited into my account. After multiple calls to the call center, and many promises by consultants to investigate and get back to us, we are still waiting. We initially spoke to Sibusisiwe Shabalala, who advised us that they cannot find the money. She promised to escalate the matter, but has not done so. We went back to the sender bank, who managed to provide proof that FNB was sent the money on 15 May 2019, but FNB insists that they don't have the money. This is unacceptable as they refuse to look at the confirmation sent, and credit the money to my account. The entire process has been frustrating and it is clear that FNB does not care about getting this resolved. They seem to be happy to blame the sender bank and not assist their client.