Queries Not Being Attended too

Good day,

I made a payment from my standard bank mobi app. The account number was short a digit (7 digits). The account number is showing 7 digits on my profile.

The standard bank mobi app actually accepted this. The account is a Standard Bank account too. I was then told by the school my payment had not been paid. I sent the proof of payment to the school. The investigation began. I gave Standard Bank a call and asked them to please check where the money landed up. I was told they could not see where the money went, as far as they can see it went to the school but it has not. I asked them to check the account (the incorrect account) VAS. I was told again, they not able to do that either? I was told to full out a EAP RECALL FORM and forward it to the email on the form. I did this. No acknowledgement of the letter and first I was told I would be charged R290 and then today I was told I would be charged R310. Still no acknowledgement of the form. According to the system, there has been no action taken on either reference numbers or the form. Surely if Standard Bank finds an incorrect number, the money would go to a suspense account? The money is not a small amount. How can the mobi app firstly accepted the 7 digit account for a Standard Bank account and that Standard Bank cannot track which account the money landed in?

I was told I must wait 10 days to see if Standard Bank can assist or not? This is not acceptable, the money should be easily traced.

Please may I get assistance with this matter urgently.

Thank you