Funds not transferred as promised!!!

Funds for work done by my wife were accidentally deposited into a closed Standard Bank account of hers. My agent asked Standard Bank to transfer the funds to an active account at a different bank and they agreed and sent an email on the 8th July 2015 stating that they would transfer the funds within 5-8 business days which ended 17th July 2015. This transfer did not happen and when my agent made enquiries on Monday 20th July 2015 Standard Bank stated that they had transferred the funds and she of course stated that they had not otherwise she would not be contacting them. The person on the line then told my agent that we needed to send our bank statements to them to prove that the money had not been transferred! Huh!?!?! They should provide a little thing called PROOF OF PAYMENT (POP) should a query be raised!!! We have been told that they will provide the proof of payment and investigate the matter. 2 days later and nothing from them...no POP, no communication, no transfer, NOTHING!!! We had factored this money into our budget based on their promise and now are in a very difficult financial situation. I am really disappointed and angry at Standard Bank...no, I'm disgusted!!!