What do I pay fees for cause I ain’t getting any service!

An international client from New Zealand paid me via transfer last week Thursday. They provided all their proofs of payment. The money is still not in my account. Apart from the fact that there’s a horrible time difference between countries, I pay exorbitant fees to standard bank every month for both my personal and business accounts yet standard bank can’t be bothered to help me understand why my Money has not been released into my account. What do I pay fees for? Why must I do the running around? Why must I ask my client to burden themselves to go and get more proofs from their bank? Standard Bank, could someone competent in the International Transfers department please assist me in following up on this payment, make a few calls and get to the bottom of this? Surely this is what I pay all the fees for - help and service on my banking matters?