WHO IS THE CUSTOMER

We have been gifted some funds from a very good friend abroad as a very kind offer. This was paid over to my personal account on the 27th November. For about two weeks we anticipated response from the bank to maybe notify us of the funds that arrived or something as this is the first time receiving funds from abroad. After this period we approached the nearest branch to enquire which was Bayside Mall. We were advised that we need not follow any process as the monies will reflect and become available. Few days past and made another enquiry- BACK and FORTH, BACK and FORTH from one Old Mutual branch to another, the documents/application was finally submitted (which we have been advised by a helpful representative in the call center) and the bank confirmed this process requires 5 working days. This application was finally submitted on the 19th December 2023. Today, the 3rd January 2024 after a follow up to Old Mutual, we have been advised that this application is 'under investigation'. I feel utterly sickened. WHO IS THE CUSTOMER?- Much effort, time, travelling at my expense. Old Mutual reflected almost no effort and now labelling this application as 'suspicious'? Damage is done. For the two employees who was able to assist, thank you. -