Terrible Service from Capitec Forex Department

I am horrified by the terrible service I recently received. An amount was received into my bank account from a US client of mine. Capitec firex deaprtment contacted me to ask what the money was for. After providing all the details, I heard nothing back from them and over a period of 3 days - sent 4 follow up emails with no response. Eventually I got an email to say that money was returned because an incorrect reference was used which is untrue as it is my consultancy name. It is unacceptable that no body contacted me to let me now before returning the money. Furthermore, the number on the email chain for the forex department, no longer exists. I would like to speak to a manager immediately with a proposal as to how this can be rectified as this client is ongoing and receipts are expected on a regular basis. Failing which, I will be changing banks.