Unauthorized forex swift payment

On Wednesday 10 February I logged onto FNB online global payments , I went through the online process and at the end , it gave me a message that a consultant will call me to finalize the transaction and also that I needed to submit documents for the transaction to go through. I never received a call and I did not submit the documents required. On Thursday I went into the randburg branch to cancel this transaction and was told it will cancel automatically as I had not fulfilled the requirements. On Friday I received an sms which showed that the bank had transferred money from my account, I called to understand what was going on and as told to send an email to reverse the transaction, on Saturday I sent another email to the forex ceo , and I got a response from Nora Fourie to say she will look into my matter urgently . To my surprise today the recipient of the transfer called to say the money has cleared in her account. I sent an email to Nora yesterday to check on the progress of the matter and she ignored the email, today I emailed the forex ceo and was ignored again . The reference of the transaction is R016BK41EO , what will it take for the bank to rectify their mistakes