Disappointed

I thought Standard Bank was reliable because they are handling our finances and that they understand the importance of money. I made a bouble payment in a shop and contacted the bank regarding the matter. I was told to go the shop and ask them not to claim the money which I did and they did. 5 days later the money is still pending. Contacted the bank to remind them that I'm waiting for my money and only now I'm told to go to the shop and ask them not to send an email to the bank. Which the shop has declined to do since the money is not in their bank. The bank is failing me because the money is not at the shop n is not with me. Banks are suppose to provide support services not to frustrate us and make us run around wasting more resources unnecessarily.