Poor service cost me thousands

After giving Investec notice to withdraw funds from my unit trust on 14 November they rep**** stating they needed the instruction send to another email address. The first request to this email address got return, second one resulted in them asking for proof of account for an Investec account. They refuse to answer as to why they ask for this as both accounts have completed FICA and is linked to the same account. Then they claimed they could not pay into this account, this despite previous investments being paid into this account and several EFTs from FNB. Also after the complaint they managed to pay into this account. To make matters worse the email address of the person handling the complaint is the same email as the one where the very first instruction was send. They then proceeded to call me and claim they only received instruction late on the 17th. I asked them to confirm via email and then they claimed it was 10am on the 17th. I then got my broker to send through proof that the initial instruction was send on 14 November. I put this and all my other questions to them in writing on 23 November. They did not reply to this or a follow up email. After taking to Facebook to complain I eventually got a reply stating they used the values from the 16th, which conveniently showed a lower amount, non of my other questions has been answered and they simply proceed to pick the questions they are prepared to answer and the facts that suit them. This is now the 2nd time an instruction was not executed and the 3rd time they have been less than truthful. If this is what a private bank considers to be service that differentiates them I will most certainly not be interrested