Standard Bank- not moving me forward

Around July 2016, I learnt from Standard Bank that our bond account was in arrears as payment had not been made in months. We were notified that the arrears on the account were around R 35 000 and in December 2016 we paid R 22 000 of the amount. R 7 000 of that payment didn't make it to the account where payment was destined for, as I learnt from Standard Bank that the branch consultant responsible for the transaction had left out a number when processing the account. The consultant we were in communication with at Home Loans was Catherin Naidoo, who we have not heard from in months, regardless of the emails we've sent and phone calls we've made regarding our bond account. We do not know what is happening with account, what the arrears amount is currently, when the missing R 7000 will be sent to the relevant account, and, and, and... Recently, I emailed Catherin requesting feedback on: " the issue of the unnacounted for R 7 000-00 payment; the latest statement for the account; and whether or not Standard Bank intends on recalculating the arrears for the account considering that the problem emanates from Standard Bank's side... [so ] that this issue can reach finality. After much thought and consideration, we have decided that it would be best that we escalate this matter... to the Customer Resolution Centre... so that we may find relief should the matter not be finalised in the coming days." To date I have not been contacted by Catherin Naidoo's team leader, Leroy Cohen, or her. I have no other avenues besides Hello Peter to get relief for this ongoing query. Standard Bank is really not moving me forward at this time.