Bad service from Absa.

On 22 November 2017 we transferred 4,000 USD from Absa Vaal Mall Forex to Australia. We were not given any receipt or reference for this transaction. A few days later my husband went back to the bank to find out about the transaction because they were nervous in Australia, they did not know where to trace it. Maryna at Forex assured us it was sent off and when we called again, she informed us that they could not do the transaction because we did not fica. That was a surprise! We had to go to our bank in Parys and they confirmed that we were ficad and even called Piet ********** . He is from the head office and spoken to us, he could not find any fica problems. ********** We are concerned that the money disappeared. Numerous e-mails to Maryna Vermeulen at Vaal Mall and no response. I tried Absa CIA ********** . Still "waiting" for someone to answer and no luck. Almost 3 weeks, we just want to cancel, honestly do not know what to do. Please help!