Finchoice customer service is not as good as they claim

I have to things to say about Finchoice:

1. Finchoice mobimoney facility is good. Easy to use and fast. However turn around time for payouts must be improved. There is no reason why existing clients must wait for up to 24 hrs for payments.

2. I withdrew from my pay stretch wallet via Finchoice's partner, PayJustNow. I immediately received an email requesting proof of account (side note: the very same account they have been deducting my money on meaning they have it and know it exists). Within minutes, I furnished them with the said document. I received zero feedback as to whether the document is in order until I followed up 2 working days later. The consultant had no idea what I was talking about. She could not locate my email with the document. She said she would escalate the matter. A few hours later I receive an email regarding a different matter on the query reference I made about the withdrawal. I don't know if it's lack of urgency or skill but something is wrong with how they handle queries.

I still haven't received the money or sound feedback as to what is happening. I pay in time. I have never skipped a single debit order.