Eventually the missing money found after flying twice from the UK

Nedbank did not give me bank statements for my home loan for the whole year only to tell me a year later I was in arrears when I was far in advance with my payment as I was paying using the reference they gave me when I was in arrears. I gave them the proof of payment and they said the money did not reach my home loan account I must chase it with FNB. FNB will say is with Nedbank and Nedbank was insisting that is with FNB. I had to come twice from the UK to sort this mass. I told Tshepo and Lee-Anne that the money should be with arrears account department as they gave me the reference when I was in arrears but they both completely ignored me and insisted that I trace my money with FNB. Eventually FNB told them the money was in their arrears *** was missing when they found the money they debited half to my loan account and half to a person I don’t even know who bears same initials and surname as mine. I have not work for 3 months trying to sort this missing money issue. Non of them have come with apology for stressing me and my family and for the loss of income. The customer service is below Zero mark. The bank is not worth a star. If it was UK bank I wouldn’t lift a finger the banks would have sorted the matter between them without involving me.