Service frustrations in receiving overseas payments

I am writing to express my frustrations in dealing with the Standard Bank international payments division.

My son recently attempted to transfer some funds from a recently matured tax free investment in the UK to his Standard Bank account. The institution in the Uk processed the request and released the funds to Standard Bank.

On the 5th of January he received a mail from Standard Bank confirming receipt of the payment and 2 steps we could follow to accept the payment. The first option using his banking app did not work. The 2nd option involved him completing and returning a form. On the 6th of January my wife and son visited the local branch to ask for assistance in completing the form. The lady at the desk directed them to the bureau desk, they could not assist as they also did not know the BOP. We then contacted our own Financial advisor and completed the form however when we submitted the form it did not generate an email as stated.

As a result my wife completed a hard copy of the form and sent it to the address the first mail was received from. No acknowledgment of the mail was received.

My with then sent three emails to the addresses contained on the letter in case assistance was needed.

On the 7th of January. Melody from the Client management Services department responded asking for the transaction reference number which was supp**** to her. Then on the 8th of January a further mail from Melody advised that the funds had been returned to the UK Bank!!!

I need to understand why the funds why returned by Standard Bank only a day after they confirmed receiving them. Furthermore why were they returned without them informing us.

I understand they have checks and systems in place but surely they need to keep their clients in the loop.

Please can a representative reach out to me so that this matter can be addressed urgently.