poor service

On Tuesday I played powerball and powerball plus on the banking app. I saw that I had some winnings. I did not receive any sms from Standard Bank nor did I receive any money in my account. I then called the bank on Thursday morning and the Team leader Mr.Simo Jele said I should contact the Lotto offices directly. I then did that and they told me that I have to contact the bank to pay my winnings because its below 50K. They said that it has nothing to do with them. I then called the bank again telling them what I was told by the lotto office. The lady then tells me that there are many customers who did not receive their winnings they are having problems at the bank of which the first person did not tell me. The lady said she will log a query and I am still waiting for a response. Very dissapointing service from Standard bank who costed me 5 different calls this morning.