Mukuru bad service

On the 3rd of December 2019 there was money send to me from Australia and went to collect on the 17th of December and got the nightmare of our life till today. The consultant said there is a problem but never explained wat sort of problem and were made to wait for one and half hours and she took our contact saying she will call. Nobody called and we called the call center and where given the number for the branch manager for the Kempton park branch but not name. We called the following day and they said that they would call and still nothing. The following day drove to the branch and still nothing and made to wait for an hour and ended walking out coz no assistance we received. We called the regional manager named Ivy but still to no avail and really don't know wat we need to do in order for us to get our money l guess we hv lost it. After all the years l hv dealt with Mukuru this is the worst service and am really disappointed and frustrated