Suspense account and lack of professionalism in handing clients funds

Suspense account - I visited the East London Beacon Bay Retail Park Branch of Nedbank last week Monday,12 August and was referred to enquiries.I needed assistance to transfer a significant amount of money from one of my accounts to an investment account which I provided.In this instance I did not want to use the app.The turnaround time was not longer than 48hours which I was happy with. Besides the extremely long wait at the enquiries counter to get the deposit and documents signed (which I find rather impersonal,uncomfortable and makes one feel very vulnerable and exposed when discussing and making banking transactions)the service was just really unprofessional.I accepted the situation for what it was at the time,giving the gent behind the counter some slack thinking he was in training;as he disappeared to the back office numerous times until the supervisor appeared on the scene.I checked the account details for the transfer and signed a document but received no documentation in this regard.It is Tuesday,20 August 2019 and the transaction has not taken place.After my financial adviser had nagged me a couple of times for proof of deposit (please!), I decided to call my relationship banker who then took it up with the branch manager.I was promised a phone call today and a guarantee that my funds would be transferred only to be told this would happen tomorrow.I had to hear about a new system in place and hence the delay.I find this totally unacceptable!Someone needs fo take full accountability for the funds that have been sitting in a suspense account for over a week.My money could have been generating interest!As clients we pay monthly management fees but we have to phone and follow up and do the homework for the bank to find out what has happened to our transactions.A simply sorry in this case does not cut it for me I’m afraid. Besides having to run after the bank our family has had to deal with a tragic loss of a loved one.Nedbank you need to up your game and explain to me why my money has been sitting in a suspense account for a long period of time!You also need to treat your customers with more professionalism when handling their transactions especially when ***** and ******** activities are taking place daily.Right now I feel totally exposed and unprotected by your institution!