Worst service ever

I nominated someone for the funds to be transfered to that person,I gave the dates and everything, since December, I had to do follow-ups to get feedback ,I got an email to say the nomination is completed and successfully, to my surprise when I request a statement the amount I asked to be moved is still on my statement. I emailed several times to get clarity, no response, I called today frustrated asked to speak to a supervisor or manager ,she told me she would investigate and come back to me before 5 pm as se us knocking off at 5. Still waiting for feedback. No sense of urgency from them ,it is as if you are bothering them .