Unhappy client

I paid a client R20 000, however FNB hold the money. they dont tranfer to the people i had paid. the clint is currently wiating at the bank for her money. they only thing FNB know is sorry. they must understand that sorry dont pay the bill. it is a very poor service. Im a private wealth client but they service is so poor for amount i pay. I had calling their call center including my private banker without assistance