Tyme Bank stole my money in the goal save

Tyme bank stole my money. I transfered R13000 in the goal save account on the 14th, it didnt clear. On the 15th I called them to advise them of that, they logged a fault and told me they will send it to thier account department to reverse it. They said it would be solved in 48 hours. Today is the 22nd and I still havent received my money. Everytime I call, they tell me they have referred my number to the accounts department, of whom we are not allowed to speak to. I mean tyme bank is a strictly online bank, we should atleast be given the go ahead to speak to people holding our accounts. I want my money today, or Im reporting this matter to the Banking Ombudsman.