Online payment I need my refund Truworth.

Truworths and FNB I am payed online on the 28-01-2021 Truworth said they can't trace my payment while I have sent payment notification. The bank FNB and Truworth where is My R500 I have been getting calls from the bank but they're still checking where my money is Truworth no response. I want my refund Truworth and FNB.