Bad Customer Service and unwillingness to assist their client

"Kindly note that the funds have been captured and they have sent it to the payments department.

We will revert as soon as everything has been finalised".

How does standard bank move from the above response to the one below in a matter of 2 days?

Good day Mrs Mollo,

At the moment, our team was unable to proceed with re-advance payment as the substitution should be registered at the Deeds Office. We will be able to proceed with re-advance payment once the matter is registered at Deeds Office. Kindly liaise directly with Attorneys in order to finalise it.

I still say Standard bank approved the re-advance with myself alone without the "substitution" so why is the bank now having issues with paying the approved amount to me whiles the process of removing the "substitute" is underway? The requested or app**** amount is required urgently and standard bank is not helping, i am their client and not their Attorney's client!!! I have been Standard bank's client for so many years and this is how i am being treated?