No assistance from Standard bank

We were having issues paying a supplier.Payment was reversed. We contacted the Sea Point branch and was then directed to Nur Abrahams, our business banker who then forwarded my query to the support team. The response I got was as follows: Good Day Wayne, We trust this email finds you well today. Kindly be advised that the payment request must either be done in branch at our forex department or alternatively via our forex desk. The forex desk can be contacted on ***or emailed on ***. Kind Regards Enterprise Direct Tygerberg.

Did anyone bother to look at the vendoe package I sent? This is not an international payment. The supplier is listed as beneficiary with a local account on the Standard bank site. Why is it so hard to get the correct information and why am I being sent from pillar to post?