Cannot even hold a conversion of forex

I phoned on Monday 9 Nov to convert USD to ZAR 2 day spot. What a surprise on Wednesday morning that the funds are not converted. I called in to check what is going on and they have no reference apparently of me calling in to convert the funds. Complete *********** people passing the buck. I wonder what is going on at Std Bank. I have only received bad service time and again from Std Bank. They do not cease to disappoint me. This is totally unacceptable, luckily I could convert at a bit better rate so I had no loss, but this could have gone the other way. Std Bank, please investigate this and take corrective measures.