Unable to phone for assistance as non FNB client & Payment not reflecting in Tyme Bank Account

Someone has deposited money from FNB to my Tyme Bank Account 6 days ago - I have the proof of payment. I have contacted Tyme bank and no amount was received. Try to contact FNB - good luck with that. It is nearly impossible (if not at all impossible) to speak to a consultant as my ID is required but in this instance I AM NOT THE FNB CLIENT. When I capture my ID it either connects it to my profile and asks all IRRELEVANT questions regarding my account and it doesn't allow me to be a NON-FNB client requesting assistance.