Refusal To Accept Responsibility and Blameshifting

I sent a query to Satrix advising them to action an instruction(add an investment) and send me a statement for balances on my work email address. I got sent the statement but nothing was even mentioned about my instruction and any missing documents required. I let that go assuming everything was fine. Question: Why was it not mentioned on the response I got that there were any documents missing? I then sent an email in a very friendly tone following up on why the debit did not get deducted, I get promised a response with 48 Hours, there was no follow up email within that time interval advising me that the matter was escalated and is awaiting a response. More than 72 Hours after my email, I got a vague response not advising of whether the matter was resolved or not but that it was just 'referred' to the admin department. No apology was provided not even the missing document was provided. This was extremely disappointing given that it(email) came from a very senior person(team Leader). It just gives an shameful view of the type of people Satrix trusts to look after its customers. Querying why was it not communicated on the response I got I was told it was sent to the registered emai