Capitec Forex departments lack of professionality and inconsistent process.

A foreign student paid money directly into my Capitec account. It is not the first time the same student has made a payment, it is also not the first time I have received international payments. When I followed it up on Monday the 29th a consultant asked me to forward the information and sent an example of a form to my e-mail address. I waited an hour and didn;t receive it. I then checked my old e-mail address. It was then that I noted that on the 22nd Forex due diligence sent an e-mail requesting a copy of the passport. I didn;t see it as I don't use the email address any longer and I updated it at Capitec when I changed back to my ****en name. I had previously received communication from Capitec bank on my new e-mail address. My issue however is that the money was sent back without so much as an sms or phone call, which I normally get when I receive an international payment. I have also never been asked for a copy of the passport. The e-mail was addressed to another person. The process is extremely inconsistent and no one can explain to me why. Forex due diligence is totally ignoring me, they have not apologised for addressing an e-mail incorrectly or for being inconsistent and for their total lack of customer service. PICK UP A PHONE DON'T JUST CYA BY SENDING AN E-MAIL. I want the foreign bank to be contacted and my money to be sent to my bank account. The previous payment I received a message in the app and with one click I received my payment. No one can tell me why this payment is different, if you don't know then what is your process? WHY IS CAPITEC'S PROCESS SO INCONSISTENT? After 15 minutes of holding I was told by a consultant the was told by the consultant that there isn't a manager available to speak to me but that they would ask Forex due diligence to contact me. It is 24 hours later and I have not received a call.