Poor service

I tried to settle all of my standard bank accounts view my FNB app, I transferred various amounts into Standard Bank Debtors Finance which was selected under the public recipients on my FNB banking app. Standard bank will only acknowledge 2 of my transfers, and says they can’t locate the funds for my 3rd transfer. I used their public recipient account for all 3 transactions, meaning there was chance of mistakenly transferring into an incorrect account and I’ve emailed them a pdf proof of the transaction which states all these details and informing them that the reference is whats incorrect so the funds are in their account but under an incorrect reference. This transaction was on the 23rd of December 2020, I’ve been emailing them back and forth for over a month now requesting a refund or allocation of the funds under the correct reference, their response is that they can’t locate the funds, how can they not when it’s in their public recipients account. I’m baffled as to why a big financial institution is trying to de***** me of my money when I was trying to settle their account. Standard bank’s service has been appalling. I’m in disbelief.