Poor Service at Standard bank

on Saturday the 17th we went to the Standard bank branch by East Gate mall to request an urgent transfer to be made out of our social club account into one of our members whose wife past away ( the money is to prepare for the funeral) we were assisted by Elroy Lee who assured us that the transfer will be done in less than an hour. we were charged an immediate release fee by the bank of R344 which was fine because we were under impression that the transfer will be made.

as at today the 20th April nothing is been done. i have called the bank numerous time from the 19th April and all the agents advised that they will get back to me but nothing ( Makgotso, Lerato & Thuli) some of the agents that i spoke to i didnt get their names.

our member needs to burry his wife and there are delays with the arrangements because there are no funds.

Please assist - we just want to get feedback as to what is happening with the funds. our member went to his bank and there funds are still not reflecting.