funds debited but not paid to beneficiary

on 14th march 2015 i made a transfer from my savings account *** to an absa account number *** (huurkor rental agency) .to my surprise on 17th march ,a man came to my apartment to lock it ,claiming that i havent paid my rent,i went to gezina branch and i was told there was a problem that weekend with all transfers but the matter will be sorted urgently . to date ,the rental agency havent received its money ,but its gone from my savings account. i then went back to the branch ,and i was told to submitt a complaint ,no response till today .i went back to the branch for the 3rd time and i was refered to ***.i called the number and i spoke to a thapelo ,who put me on hold for 25 minutes ,then later his team leader Raees adams called and promised to sort out the problem with urgency. i also requested mr adams to send me a letter in a letter head confirming that they will attend to the matter ,so that i can submit the letter to the rental agency to stop them any action against me.he promised to send it to me by end of business yesterday 03/30 ,but he didnt.