African bank poor service

African bank poor service regarding cards and card transactions that don't go through. I made a transaction online and got a sms that it was deducted from my account but the recipient did not get the money. The bank decided it's ***** and hold back the funds after two previous transactions went through. The bank can not decide if my transactions are *****.

Now I am the bank trying my ass of to get the funds payd or released to the recipient.

I can not speak to a agent at the card devision directly to solve the problem it must be escalated by the contact centre which takes up to 48 hour's.

My recipient is now already waiting for his funds for 42 hour's

The agent I have spoken to on the phone escalated the query and included that it is urgent to call me.

I'm sitting in the branch now waiting for nearly an hour and did not receive any call from any agent that works with the card devision.

They just care about taking your money and not you as the customer