Poor service from Prestige Account for Untraceable transaction

My name is Bonisile N Gabisile Manamela. I made a transaction of R5500 to my FNB account *** from my Prestige Account ***, and it was in immediate payment on the 27th of January 2025.The money has not gone into my FNB account yet. I was debit from the account. I've made inquiries with Standard Bank, and i was told that my request was unsuccessful. With no detailed explained or documentation supporting the response. Kindly check for me what is going on.