Horrible service from old mutual money account

So I had to open an old mutual money account when I claimed for some funds a few months back. Fast forward to now when I had to transfer funds into another bank account from the old mutual money account and the money goes missing and doesn't reach the intended beneficiary. I was made to fill in a form and wait for 2 weeks before getting a response that I would not be getting money back. I mean how does that work when the intended beneficiary didn't receive the money and it never went back into the old mutual account..I am told to just accept that I've lost the funds..during such trying times..no way.