Terrible client experience

On 3 May I made two transfers for the same amount from my Standard Bank cheque account to Standard Bank Online Share Trading. I was immediately contacted by their ***** department to confirm that the transactions were mine and as intended. I confirmed this.

The one transfer appeared immediately in the share trading account. The other has yet to appear a day later. I contacted their ***** department again to ask why the transaction is not reflecting in my share trading account. They told me that it is reflecting on the statement that they see for the share trading account. I asked why I cannot see it on Online Share Trading and they said they don't know but that they can. I asked for them to send me the statement that they see to which they told me that they cannot because they don't have the mechanism to (email?) and that I must contact business banking for that.

I contacted business banking who were unable to help me because they do not have access to the personal account from which I transferred the money and they transferred me to personal banking.

After personal banking eventually answered the phone, they told me that both transactions have been cleared/approved by the ***** department, but the one can take 24 to 48 hours to clear.

That makes no sense given that they are identical transactions.

Why does Standard Bank insist on rotten client experiences?