Complaint for Discovery Invest

we have submitted a withdraw for our investment on the 20th of Dec 2018. We where informed by our broker that we will wait 7 days for the money to be paid out. We followed up on the 4th of Jan 2019 with our broker, to which he advised us there was some system problems on discovery's side. On the 7th of Jan we received a call from Bongani to inform us that the money was already rejected on the 27th Of Dec 2018, due to an incorrect account type. We spoke to our broker who said the money will be paid into our account in 48 hours. On the 9th a Tyron Reyneke phoned my fiancé to say that the money is still not going through, he wanted to know if the account was a transmission account, on the same day he confirmed that it is a transmission account. The money was paid out on the 10th of Jan 2019 From the 27th till the 4th of Jan, no one once contacted us to ask for the correct account type. The amount that was provided to us on the withdraw form was not the amount paid out to us on the 10th of Jan 2019 (I am aware that interest rates impact the final amount.) I spoke to Jerome on the 11th of Jan 2019, he told me that sometimes they are advised by the banks if the money rejects, to which they will then phone the clients to get the correct information, but in some cases (like ours) they are not informed by the bank that the transaction did not go through. According to him, it is then the clients responsibility to phone them and advice of such. I totally disagree, how can a agent at Discovery invest just assume that the client received there money, there must somehow be a final step in the process to confirm payment? We lost allot of interest due to this and I would like for a full investigation and explanation on how this will be resolved.