Totally unfair horrible customer service.

I submitted 2 separate instructions to Stanlib Unit Trusts on the 02 of Jan 24. The one instruction was processed within 48 hrs, however for the second instruction they are refusing to finalize and I'm told that i must go the nearest Standard Bank branch for verification ? to do what? that's not where i submitted my instruction is it ?! This is unacceptable customer service and i am not truly not happy at all & going to lodge a complaint with National Consumer Commission against unfair treatment.