Very pathetic and poor service

I have in error made a payment to Standard Bank Online Share Trading. The account is in the name of a family trust of which there are two trustees (myself and my wife). The banking account (in the name of the entity)to which funds may be dispersed has been closed as were incurring charges and we were closing down on activities in the trust.

I have registered this query with Standard Bank Online Share Trading from the 24th of April 2018, when this transaction occurred. It has been a battle to recover the funds from them. The mails i send to them are not answered and I have to call them to determine status of the query. Last week (on Wednesday 30th May 2018), I had called the call center and requested what process I should follow to have the funds returned. I was told that a 3rd Party Indemnity form needs to be completed and proof of banking details need to be supp**** (originals). I had taken the time to complete the form and have then signed by both trustees as well as going to my bank (RMB Private Bank) to fetch an original letter confirming banking details. I personally drove on 05 June 2018 to Rose-bank (Standard Banks premises) to deliver the documents. I call the call center on 06 June 2018 to tell them that the documents were delivered and they inform me that these were rejected by their senior as 3rd party indemnity forms are only for companies and closed corporations and there are risks associated with Trusts. My only way to have the funds returned is that I open an account in the name of the trust, withdraw the funds from the Online Share Trading Account, transfer the proceeds from the trust current bank account into my own account and then close the trust current account.

Can you believe these guys?????. I just want my money back and don't wish to be associated with them again. Certainly will not be banking with these guys