Are they refusing to give my Funds or...

What a HORRIBLE service. I sent forms instructing STANLIB to give some of my funds into a Nedbank account, I was asked to give a verbal instructions which I did. I was then told by Ms Linda that the funds would in the account in 24 hrs and dololo. The funds were not paid as instructed. I sent an email requesting to contacted telephonically as their call center takes forever to be answered. Still No one has bothered to call me :-(