Recurring problems with the foreign exchange department for MONTHS

I am having multiple issues with this department. I am abroad and just had an agent hang up on me after 1min after I spent 30min waiting (which cost me around R150 in airtime). To add to that, I emailed capitec all the forms they requested when a large scholarship payment was made to my account. They then informed me that because it is a once off amount (not recurring), that the forms are actually not needed. But for some reason, they still returned the transfer and said that my emails "went to their spam folder". Even after I asked where they returned it to they still haven't come back to me, and I need this information to rerequest the payment. Sometimes they also reply to my emails with generic answers, and ignore most of the questions I asked.