Still waiting for inbound funds to clear

I received an inbound payment from Brussels, paid on the 11th of December 2017. Standard Bank only sent me an email on the 20th of December 2017, indicating the funds have been received. In accordance with the email received, I could not understand what it was that was required from me, therefore I opted to call. I spoke to a gentleman by the name of Ismail, I confirmed what needed to be confirmed and was then told the funds would be cleared within the hour. On the 22nd of December 2017 I received yet another call from Standard Bank, made by a lady (name unknown). She then asked more questions which needed to be answered, and thereafter informed me the funds would be cleared by the end of business. Needless to say, today is the 26th of December 2017. When I called on Saturday the 24th, a call centre agent told me she cannot answer me, and proceeded to put me through to the International Helpdesk which....surprise surprise, does not operate over weekends and public holidays. How do they even continue to put you through to a department that is non-operational at the time, yet I as the customer I still have to hold and listen to a voice prompt, wasting more of my PAYG credit on my phone? I really don't have to tell you that Standard Bank has succeeded in making it very difficult for me as a single mother over the Christmas period, as I had absolutely no money. Do you know how frustrating it is knowing the funds are there, only it's not reflecting even after TWO consultants told me it would be available? I sincerely hope you never have to experience it, Standard Bank. You might think I'm a very small fish and it would not have any impact on your business in any way, shape or form should I transfer all of my business to another Financial Institution. While that may be true, hold my coffee and watch this space.