Bad customer service and support

Hi, i am having a terrible time with fnb customer service. I had a incoming international payment that i have been receiving for the last 18 months, this month they reject it because the name on the payment was my personal name and not the business one, although it was like that from day 1 but thats fine, so i am currently not in South Africa and i chatted to them on their secure app, where i upload the photo of the payment to het some answers and the app keeps on crashing but thats besides the point they just said they can help me because of the name, which is fair.

So the client made a new payment and i waited couple of days and nothing, i contacted fnb again and they just told me i need to call in or email them to release the payment, they did send me an email to release it but i havent received the email. I checked everywhere in my mail box and span and when i told them to just resend it they just said i cant and i need to email them. I told them this not right, i have to sit without money because their email sending functionality failed, why do i have to pay the consequences for their stuff not working. Its my livelihood you are deciding for me. They didnt event care just closed the chat not even responding to my complaint. So i emailed them probably will get response in two days and hopefully will release the money asap.