Gross incompetence

I can not begin to express my frustration. I've been logged out of my account . I am a client who sends money and groceries religiously every month from the start of COVID till now. 3 wks ago I sent my brother money. He did not receive it instantly as usual. I was told it could only be sorted during wking hrs so we cancel our plans and wait. Come Monday nothing happens even after sending the proof of payment several times The worst part is I was the one doing the follow up. I only got the transaction through on Thursday after I asked to speak to the supervisor whom they were not so keen to have me talk to. Today they ask for identification as if we spoke about this when I got the notification and called them. The consultant can not even give me a turn around time to rectify this . Are there people trained to address these issues timeously? Is it that the value of business we give is insignificant hence the lack of care towards customers. Or is it because we are too desperate to use their services hence they treat us in such a manner. Pathetic service . No rating