Tyme bank issue after issue

This bank has to be by far the worst bank Iv ever used! Lost my phone and had to update a different number so I can get OTP's before doing a sim swap. Money was sent to my usual number by another Tyme bank user, I then re updated my number to the old usual number since I have now done the sim swap now Thandekile says they need to trace my money as they dont know where it is. I urgently want to make use of my funds and they are not reflecting on my Everyday account. Who should know then if not them?