Poor quality service received from Capitec Forex Department

I am currently working in West Africa and I transfer my salary into my South African Capitec account. Over the ast 6 months I have been experiencing a number of difficultes with the Capitec Forex Department based in Stellenbosh South Africa.

Some of the issues:

1. Some months it requires repeated emails to get them to process the SWIFT instructions (the last time it took then 30 days to do so) and in this time I had zero response from them to explain the cause of the delay. This month we are off to a bad start again. It has been 6 working days since the SWIFT transfer was issued and still rezo response. The only emails I receive in response to my queries are automated responses with "case numbers". No follow up emails.

2. I did a review of my bank balance and I have a number of queries as the balance doesn't agree with my calculations. In fact there is a HUGE discrepency. I politely requested that they send me a summary of all the SWIFT instructions that they received and processed as this will allow me to find (or at least identify) the missing SWIFT instructions. I made this request two months ago and I am still waiting for a response.

3. Capitec is a wonderful bank and the service I received to date has only been good. With the exception of the International transfers and the poor and unprofessional service I received from the Forex Department.

5. I repeatedly requested the contact details for the Manager in charge of the Forex Department in an effort to resolve the cause for the repeated failures to process the SWIFT instruction within a reasonable time and to establish why I receive no resposes to my valid queries, but just like the other queries, this request was ignored as well.

4. The only option open to me at the moment is to approach the Banking Ombudsman for assistance. It is regretable, but I have exhausted all possible avenues available to me.