Disgusting service from ***** department

Yesterday I contacted the bank and transferred to Transaction ***** and Mavis told me that I needed a Sworn Affidavit and gave me the e-mail address. I forwarded the Sworn Affidavit and Proof of Payment etc and received confirmation of receipt. Today I receive a mail from Aphiwe A Fihlani stating that he is the investigator and requires the documentation that I already forwarded. Mavis did not tell me to open a case at the SAP otherwise I would have done so when I had the avidavit signed and stamped yesterday. Tried contacting him on the number I had yesterday for the ***** department ********** 050 and he is apparently not even listed on the telephone database. Who is Mavis and does she actually work in the Transactional ***** department because today no one knows who she is either. Does anyone at Standard Bank know what they are doing.