Worst services ever

I have a problem with FNB, how does one of the biggest bank does not keep records of their transactions. There was a refund that I gotten while me account was closed, first I went to FNB in Germiston and in Katlehong and spoke to one off their employees regards my refund and both brunches said that the money was sent back to the sender and i asked for a records to proof that the money was sent back to the sender no one could help me and I even called and emailed their customer services no one was welling to help. This is unacceptable that FNB couldn't or won't provide me with proof that the money was send back.

I hope someone in management will look in to this.....