Last straw - EFT not reflecting after 7 days - what if we forget to check?

The final straw has been a significant payment due to me (which was done on the 18th Feb), still not reflecting as at today (25th Feb). Upon calls to the agents they indicate I need to submit POP. I get the payer to do so, via a sms which I send to the discovery email address. They are unable to resolve with this, and must have a PDF. But why?? Anytime you do a POP you have an option to select a sms, or email notification? So why now need a PDF when all details are on the sms? In any event, the agent then tells me it will take 10 working days. What *******, when require funds now, and it is not my fault. I also need to state that when the person attempted to do the transaction on their own, they could not, even with the ACCOUNT NUMBER provided. Their banker had to do it. This is absolutely horrible, and the last of many disappointments. Will be switching accounts.