Tymebank lost my money

Tyme Bank lost my Bonus I was paid my salary and my bonus on Monday before 12pm. 2 separate payments. I only receive one payment because I am on an entry level account, and the amount could not exceed R40000. But because tyme banks upgrade app could not recognise me I was never able to upgrade. Tyme bank could see that I tried on a number of occasions to upgrade but fail to assist me . Now I have no Christmas bonus because Tyme bank can not provide any proof of where the money is. My employer has checked his bank accounts buts still no refund. I have phoned tried,every angle but nothing just "sorry to hear that" My holiday is gone my money gone. The ***** department does not answer the phone. And the customer centre does not help they just cut me off and send me a text that says your problem has been resolved.