Instant money

I write to express how disappointed I am with Standard bank. On Sunday the 25th of April I sent instant money of the value of R1000.00 to a family member who then failed to withdraw the money at a Standard bank ATM. Called the instant money query line in the early morning of Monday the 26th of April, I was told that the money was withdrawn (which is not true as far as I know, because myself nor the receipt withdrew the money)... a call was logged and I was given a reference number.

Called for feedback on 28th and I was told my call was escalated and an investigation is pending. Yesterday the 30th of April, I receive a message saying my query was declined. Called the number that came with the message, only to hold for 30 minutes and get a consultant that told me the line I’m using is not for instant money queries (Mind you that number came with the message I received from the bank)... she then put me through to the correct line, only to hold for another 15 minutes without any answer.

Wrote an email to the instant money query email line, up to date I haven’t received any feedback.