2024 SARB mandate forms and Bidvest bank appalling service

I made international transfer on 27 Dec 23. I received an email on 28 Dec 23 stating that my transfer is on hold as I am required to complete new mandate form for the new year and will receive email shortly from ***. To this date, I have not received that separate email with mandate forms or link to mandate forms. Extremely appalling customer service. This department of Bidvest bank must be closed. It is not serving the community but itself. I had been emailing and calling different departments as directed without success. Now, I am faced with charges for bounced debit order payments and missed payments for vital bills, and subsequently incur penalties. POINTS TO NOTE: 1. My transfer was initiated in Dec 2023 should this transfer be dealt with accordingly it would have reached my bank with the year 2023 2. 2023 mandate will still be valid. 3. I last completed forms I March 2023. Regardless the mandate is valid until March 2024 4. The email address in the email sent on 30 Dec 2023 does not work. If I click on it it pops out this email address *** which makes me believe something is fishy. 5. After trying the mandate email address it went through I am getting automated generic replies linked to AZA finance which its customer service is not in South Africa. 6. The number included on AZA finance team does not connect internationally. What is the point? 8. Eight hours response deadline has passed and beyond. 9. Extremely appalling service without consideration and/or insight.