Bidvest Bank 2024 SARB Mandates

I receive grant money from my son in America on a monthly basis, for his son which is in my care, in South Africa.

My grandson is 5 years old and starting Gr.R tomorrow.

My son did the transfer on 06 January 2024.

On 09 January 2024, I received a mail from Bidvest Bank, to sign the annual mandate form.

I signed the annual mandate form on 09 January 2024, as requested. In their mail it is stated, if you sign the form before 13:00, your transfer will be released the next working day. I signed the form at 11:35am.

On 11 January 2024, my transfer has not been released yet. I started phoning Bidvest bank on the number they give on their correspondence +***, only to hear on their answering machine that are receiving high call volumes, and then the phone rings and no one answers. I've been trying since to get hold of a consultant that can assist me. I phoned more than 20 times, on different days and times, see attached call log.

I then sent a mail to the mandates email on their correspondence.

Yesterday, 15 January, I received a mail from Mandates at Bidvest Bank, stating that the mandate form has still not been signed, with a link to sign the form.

When i open the link, it says, thank you, you have already signed the 2024 mandate.

Today, 16 January, the transfer has still not been released.

The money is to get all school clothes and stationery, food, and pay school registration fees for my grandson.

The school is starting tomorrow 17 January 2024. I only have today to get his school items ready. I cant do it without the money.

I cant get hold of anyone to assist. This is ridiculous, especially because i have signed the form the first time.