Standard Ban Recalls Department

I have been dealing with the recalls department of Standard Bank to recall a payment made in error via EFT. The recall was sent on the 30 April 2021 and receipt confirmation from SB was received. Since then there has been dead silence, no courtesy of a reply to the Email messages which were sent and no response on any of the telephone nos as listed in the email correspondence (011) 858 ***. How does one explain this! Even if it has not yet been resolved, one should keep the customer informed.