Forex

Shocking service received from the Forex team. Firstly, how is it possible that one cannot query an international payment with your customer service department or branch?? I have called the Forex department on numerous occasions to query an international payment made on the 8th of December. The intermediary bank in New York has provided a reference number and remittance slip and have told me that Capitec is holding the funds because they need documentation. But for some reason Capitec cannot find the payment nor are the Forex consultants interested in even trying to use the reference number received - this is Capitec's reference number! I am going back and forth and 5 days before Christmas, I have no resolution. I have never been this stressed!