unauthorised transfer against prior arrangement

After an unauthorised transfer done 26/09 I consulted the bench-blueroute Tokai.spoke to Cindy.advised all funds transferred out of my account moments before after prior arrangement had been made with Ver-Tex(3rd party) on the 23/09/2015 and receiving a confirmation sms after a verbal discussion that I pay doing inter acc. Transfers.Cindy spoke to Georgina @Vertex and was promised proof be sent the same day 28/09 of this arrangement to release funds.Monday gone without feedback.Consulted Cindy on Tues29/09 and to my surprise nothing was actioned. Spoke to Georgina as well at the bank (blue route,Tokai) requested proof be sent to Cindy's email before I leave, I was then referred to Cindy's Team leader Miranda, who got an email as proof and this was to be referred to the relevant dept to release the funds.I was not able to pay as per the agreement due to funds being set off before it was paid on the confirmed date26/09. Its 06/10 and I still have no funds to pay debtors.The branch manager was also advised of the issue,who was @inquiries at the time. I enquired about debit returns(charges tht I wont be liable for) it is hence not my responsibility for barriers in communication .