R7000 payment lost in Rochester

In April and May I made payment on FNB public channel to Rochester I did a payment of R7000 in all and when I asked Rochester if they received my payment they said no and they can’t help me any further I must contact my bank, I went to FNB and it was confirmed that the account was for Rochester, I tried emailing again to customer complaint I got no help, I went on to FNB asked for the contact they have, they gave me an Email address for Malcom still to date no response, I’ve sent all my payment notifications but still nothing,

Sometimes I would think that Rochester is a **** because I would pay the same way I pay on other accounts then my payment is located successfully why is Rochester not able to locate my funds yet the account is active under their name. I still want my 7000 and never again will I buy at Rochester. They have a very bad service.