No transaction policies?

So I haven't had any issues with Capitec since joining in 2013. The staff are always friendly and helpful and sometimes the queues at the branch are long, but not too bad. So I queried at a branch if I can receive foreign currency deposits, to be told yes and I was given the necessary information. I followed up with a call a day later, as a colleague was experiencing issues with these deposits. I was then told to complete a form and send to them. So I did. I called confirming if the form had been received, they did confirm. I call the following day and was informed that I must now redo the form as the bank doesn't accept the reason code given to me by my employer.. So I completed said form again, confirmed it was received. I was told everything is ok. A payment was made to my account on 10th June, I sent through the proof of payment to the forex department. From 3 working days, then it was 7 working days and now sitting on 10 working days and I must obtain a MT103 from my employer. Apparently there is no policy or practice in place for this sort of transaction and seems like the staff are making this up as they go along... But I get reminded that everything is fine, well no it is not !! I am very disappointed with this lack of service and all different stories, had I known this, I would have opened another account at a bank that actually handles these transactions and knows what they are doing.