Cannot believe I’m going to be homeless because of standard bank’s glitch

I made a payment last week for my deposit on my apartment using my mobile app, the funds were deducted but I still haven’t gotten a proof of payment that will allow me to move into the apartment. When I called the customer service line on Friday I was told that actually the payment wasn’t successful yet the funds have not been reversed back And was promised feedback by COB. Made a follow up call on Monday and to my shock they don’t have anything that was escalated on Friday further more I need to wait for 5 days before getting any feedback. They have not considered the urgency of the matter and the ramifications of their glitch. I have called in again today and still no answers to the questions I have posed and I’ve been on hold for 10 min with no sense of urgency and feeling like just another number in their customer base. I cannot believe I’m going to be homeless because of standard bank. There’s no interim solution while I am suffering from their glitch