International Payment Clearance - A complete disaster

On 10 August 2023 an incoming international transfer was processed into my account. On the very same day I was not able to perform any transactions, to try and remedy this I have been through the following:

1) I went to the branch where I was told to send proof of the payment to them and they would send this onto the correct department. 2) I called the ***** department and was then told that the agent of the bank who made the payment needs to send confirmation in writing to transactional *****. 3) The agent that performed the transaction almost immediately sent the confirmation. 4) I tried to call my personal banker to get assistance with escalating the matter as I don't have access to any funds. I called the number listed on the app and the number doesn't exist. 5) I called the ***** department today, and was now told that the agent who performed the transaction must phone the ***** department to confirm the transaction. I asked to speak to the supervisor and was told that they are in meetings.

I am utterly shocked and disgusted by the service given. It seems as though no one knows what they are doing and the urgency of the matter seems unimportant. I am now sitting without access to my funds and zero clarity on how this will be rectified. When I had to complete the BOP for the transaction I was not informed of any of this. It is reprehensible and clearly highlights a severe issue of maladministration which I feel should be reported to the ombud. If this matter is not resolved timeously I will be taking swift legal action against the bank.