Bad service

It's terrible that the bank when we trust it to offer financial services that it has been licensed with, actually does the opposite. I don't understand how I send money to a other bank takes more than 22 days and even with the query I made with many follow ups, the funds don't reflect in the target account.

What's agitating the most, is when the agents/consultants handling the matter mention that they contacted me via phone and email yet I didn't receive any of those.

Is there a way for me to escalate this matter as a customer please?! I need my money!!!