Bad customer experience with my OLD MUTUAL MONEY ACCOUNT - BIDVEST BANK

I made a payment to City of Tshwane, but unfortunately I did not put the FNB account number when I created the benificary on 28 January 2020. I contacted the contact centre and was informed to fill in a dispute form, which I did. After many emails and phone calls I was told that the money is in my account, but cannot be releases. They instructed me to contact thecity council and enquire is the funds is not in their suspense account, which was not the case. Later on I was asked to get a atatement from Thswane to proof that the fund are not in their accout, whicjh I did and Tshwane proofed that no payment for service on my account was received, Every time that I get into contact with the CONTACT CENTRE I am told the the matter has been escalated to BIDVEST BANK, but no outcome is communicated to me. Your urgent assistance in this matter is highly appreciated. Regards