Not performing instruction/Terrible attitude from management

On 9 January 2018 I e-mailed all my documents as was requested by the fund for a request for special payment. I submitted the permission to change bank account details, copy of ID,bank statement and application for payment to ********** The request for change of banking details was also separately mailed to: ********** On the 15th January I phoned to enquire about the payment. I spoke to Shishmika who informed me that all documents was received except the ID (which was scanned) She requested that I forward the ID to her at ********** with her name as reference. I called her oname the 16th to enquire, where she informed me she didn't receive the ID. On the 16th I sent it again. I then called on the 18th and still nobody has received the ID. I then resubmitted all the docs again onext the 18th. On the 22nd I called again and spoke to Thato who in formed me that the funds was already paid over to a closed Standard Bank account on the 16th of January because they didn't have any documents - but funds was paid over..on what request was that specific payment then made? I then informed Thato that I have forwarded my new banking details several timespecially with forms and bank statements. She said that the system did an automatic payment of t the specific claimed amount to my old closed Standard Bank account. She then said she will put me through to her manager Mrs Govender who had a terrible attitude from the get go. Sarcastic attitude, telling me that we didn'the change the details. Although all documents was sent through several times. Even had the cheek to tell me if they have to do a eat reversal we will have to pay the R280 and that I should rather go sort it out at Standard Bank - as if I made the payment to a closed account. I informed her that I will lodge a complaint regarding this and she had the decency to tell me "Please do so" With employees like Mrs Govender I doubt your service will ever better. Please pay in my money into my Nedbank as requested originally. Don't think it is too much to ask.