Disgusting as as a FSP

I had a cash back due to me end October. I called the consultant at Standard Bank’s insurance department. A gentleman by the name of Tebogo handle my query. I was told that this cash back was paid out in the month of July already. He waited on the line while I checked my transaction and told him the was no payment with the amount that he gave me into my account. He then asked me to send me my statements so that he could investigate and he would get back to me. I sent him a mail the following day to ask for any updates and he rep**** it was forwarded to finance department. As of today I still have no feedback from Tebogo, how sad that is as they are trying to improve their client experience. The Tuesday I forwarded the info to my personal banker copying my email and communication with Tebogo. After numerous attempts to get feedback another consultant contacted me after 17:00 only to upset me even more with uniformed information. He then promised to call back at 09:00 the following morning with the correct information. Another disappointment as I never heard from him till now. I had no reply from the 2 consultants, my personal banker and all I’m getting is delayed tactics to say that it’s been escalated to management and to probably everyone in Standard Bank. I don’t know if the left hand knows what the right hand is doing in this institution. It is bizarre to think that we entrust this FSP with our financial affairs. Standard Bank you disappointing and unprofessional in the handling of this issue.