Unwillingness from Capitec to assist

Hi I own a property in the UK. I use the rental income from this property in order to pay maintenance for my two boys. Every second month I transfer money from the UK in to my Capitec account for this purpose. This arrangement went well for approximately 10 months. In the beginning of October things started to go wrong. I never received the money (this is up to today which is the 22/11/2019). I have phoned Nationwide (whose customer service has always been exemplary) and they traced the money. I have also phoned and frequented Capitec on numerous occasions during this time. Each time the consultant at the Capitec bank sits on the phone for up to an 40 minutes (waiting for Foreign Exchange Capitec Bank) to answer their phones. Each time the answer is simple: the money has not yet arrived...Nationwide came back to me and confirmed that the money has indeed been sent to Capitec (twice now) and each time it gets sent back to the UK. I have not received any notification thereof from Capitec...this is my money and I need it. In fact Capitec Foreign Exchange merely passes the buck and absolves themselves from any responsibility by simply stating that the money is not there. I have phoned again today and they are now asking me for a tracking number from Nationwide. 1) Why on earth did Capitec not inform me that there is a problem in the first place????? Why wait for almost 2 months and leave it up to me (and Nationwide) to finally track the problem down to Capitec's doorstep??