Lousy customer service

I have had the absolute shiitiest customer experience and my money is still Nowhere to be found . My partner sent some money from the UK and I was sent an email and sms stating I need to fill out a mandate but there was no mandate in the email just a link On how to fill One out. I have been calling the help line and being told they will call back by two agents and a third who said the system is down for two ****ing days now . I’m very annoyed and upset as the sender is about to embark on a 16 hour flight so if there are details needed by them From him I am ****ed . In 2023 such lousy service so what you guys are keeping that money ? I even tried the self help find my transaction and it simply says to me profile is pending but no one can help and nothing is being sent to Me