Unsatisfactory service and incompetence

I have a paid up account with truworths and did a transfer of R9000 in error to truworths. They sent me an indemnity form on friday 20th jan which i completed and sent back on sat 21st. On Monday they respond asking fot a bank statement. I sent it through together withba screen shot on monday 23rd. I called the service centre yesterday and they confirmed that all documents were received and the transfer will be done soon. Today, after me sending an email query, they respond that they cannot open the bank statement attachment. The indemnity form has all my banking details and has also been verified and signed by the bank. I have dr orders going off on the 01st of feb and need the funds transferred before that. I am disgusted with the service from truworths. Gone from hero to zero. After all, i am requesting my own money back. Can someone senior, that knows whats going on from truworths please assist.