Apalling service from Capitec Forex

The letter that I wrote to Capitec after the last mishap should be clear enough:

"Hi On Friday I drove from Gordon's Bay to Somerset Mall because your forex department needed information. After been given a phone and holding the line for 16 minutes, I supp**** the relevant information and the agent told me that the funds would be available by the end of the day. It is now Tuesday, I don't have money for food, and the payment is not even pending yet. This is not OK. I tried again this morning. No luck. I don't have enough airtime to hold the line for another 16 minutes."

I received a response from client care, basically stating that they'd contact the forex department. The only response that came was another sms telling me to call them.

After managing to borrow a phone and making several calls where I had to hold the line for more than 10 minutes, I finally got through and managed to have my funds released. On a previous occasion, Capitec had simply returned my funds to a retailer (Thomann) in Germany, without even notifying me that they had a problem. The money (minus bank charges) is still with Thomann.

A follow-up communication to Client Care met with a reply that they would bring the matter to the attention of the Forex section. There has been no attempt to communicate with me since.

I have had to route a subsequent payment through a friend's bank. Capitec is simply too unreliable.