Urgent dispute and Horrid customer Service

paid my rent on the 24th of Jan 2020 to a closed FNB account card in error. Todate the funds are not reversed I spoke to numerous people and get the run around. Since I am a premier banker I went onto your online chat three times and was promised the funds will be returned, the last agent Kgomotso Mmabane. closed the call even before assisting. Service is horrid, and I asked to escalate my issue to a senior member or the ombudsman details and nothing was forth coming. Is customer service not a priority?