Terrible service

Two weeks ago I called in to the bankmed call centre to change account details for savings payout and was advised for any medical aid payouts I have to send an email to have it changed. The email was sent two weeks ago to ensure that funds are paid to the right account however the funds were still paid to the incorrect account, an account that is no longer is use. I find this very upsetting as I followed the instructions just to find that my email instruction was ignored. I am not happy and I am willing to take this further.