Pathetic service from Standard Bank

At the end of July, Standard Bank made an error on the documentation for my international payment to a supplier. The supplier stated that the payment had not been made and on further investigation, I found that Standard Bank had made an error with the invoice number therefore the supplier could not process it correctly. After trying to call on the Bank on Monday and waiting on hold for 51 minutes, I gave up. I called again and after explaining the whole story, I was told that they don;t have an outward payments call centre and I would have to send an email. I did that on Monday afternoon and received an acknowledgement and reference number. Their email stated that it was in the process of being investigated and that they would provide feedback as soon as possible. Today is Wednesday afternoon and I have not heard anything since!