SARB Mandates by Bidvest

We are awaiting money from Airbnb since mid December 2023 and incoming money now rejected 3 times- never received an email from Bidvest with the required Mandate forms of SARB. The response to date is to notify that an increase of emails (i believe from unhappy customers) causes delays. The lack of proper sevice is really unacceptable and a complete lack of understanding regarding the impact not providing the service in time. Surely companies in the likes of Payoneer should also be more proactive and support the payout process or at least inform clients with the actaul reason for non-payment