Prioritize your customers Standard bank

I transferred money to an overseas account on the 3rd January and it took Standard Bank almost 2 weeks to release the payment,inconveniencing me (normally its 2 days).I had to call and send an email just to be told the payment was released on the 12th with no explanation as to why.I then asked to be sent a copy of POP because I didn't have it and the company had asked for it to speed things up because it had already been almost 2 weeks.Standard Bank went quite again,I sent them another email but I haven't heard from them since.I still do have what I had asked for.This is unacceptable,what kind of service is this?