Fees charged without delivering any service

My daughter transferred money from Dubai to Standard Bank South Africa on 29 April 2025. The bank took the fee for the transaction but did not deposite the funds. My Daughter has done the fund transfer mnay times with not problems. On 2 May 2025 my wife went to the bank and was told that the publiic holidays had slowed down interentional transfers and the money would reflect in a day or two. Later in the week still no money my wife went back to the bank and was told the money was being held and she need to send a e-mail to the bank confirming the source and use of the funds. My wife sent the e-mail and recieved an automated response. A few days later still no money my wife sent another e-mail same automated response. Can you help me to find the correct person and contact details I can use to resolve this situtation I have held a Standard Bank current account continously for 53 years and have never had such difficulty resolvbing a query