Shocking Services

On 25th November I transferred a payment onto another bank, to date that payment has not reflected. I reported the missing payment and followed up on 11, 13 & 18 December 2023 to no avail. No one has even bothered to call me and give me an update on the investigation. When using the self service portal, can't get past the 2 first screens, without getting the message "Sorry, I am no able to understand" several times.