Pathetic Service from Payment Queries (SB International Trade Services)

Requested a couple of transfers to different suppliers as payment for imports. On Tuesday the 03/04/2018, both transfers were debited to our account. On Wednesday only the one supplier had received the funds. Queried this with the SB International Trade Services and was told that the Transfer had gone through for which they sent the Payment Advice and SWIFT Message (OT18092ZA ********** ). Was also told to wait another day before putting an official query. By Thursday the 05/04/2018 the supplier still had not received the funds and again made various calls to the SB International Trade Service without success. By mid afternoon a lady by the name of Ursula told me to send an Email to the PaymentQueries which I did. Later that afternoon received a reference number (QMPQ ********** 41234) from Dumisani Mgaga acknowledging my query. On Friday the 06/04/2018 just after 08:30 called Dumisani and informed him that, it was imperative that our query be sorted urgently as further delays would cause our company extensive costs (demurrage and container storage in Durban) and that I was leaving the country on Friday evening and thereafter would be difficult to communicate with me. At 13:40 received a message from Dumisani which left me flabbergasted. In his message, he not only informs me that Transfers take up to 5 days to process therefore we need to wait but also tries to educate me on how Transfers are processed. So much energy wasted on an excuse instead of addressing our problem. Since I was not satisfied with this action I immediately called the SB International Trade Services and spoke to a Supervisor called Andrew. He told me that he would look into my query and would get back to me shortly. By 15:19 had not heard from Andrew so called in and he told me that he was still working on the query and to rest assured that he would call me with feedback. By 16:25 still hadn't heard from Andrew and when called in was put on hold for over 13 minutes and no one answered. It is sad that customers pay such high rates for a pathetic service and that the personnel that supposed to be competent in addressing queries/problems waste so much energy and time in providing excuses. No wonder why Standard Bank has had 3 different sloguns in 4 years. From "Simpler, Better, Faster", to "Inspired, Motivated, Involved", and now to "Moving Forward". In my opinion it's not living up to the last one as well, so my guess is that perhaps we will see another change soon...