Does anybody at FNB actually know what they doing???

On the 19th March 2019, I received relocation money from a company that offered me a job in Germany. The money has been blocked by Forex and has not been transferred into my account for more than a week now. When I called FNB's Forex department on the 25th March 2019 to find out what was going on, they told me that I needed to update my info with their "KYC department". The lady at Forex put me through the KYC department phone line. From then I was put on hold for more than 30 minutes (!!!) waiting for a KYC agent to be available. Their automatic voice kept on saying that they are experiencing an unusual amount of calls, my airtime ran out, the call ended. I recharged my phone with airtime and called Forex again, they put me through KYC again and I was again put on hold for another 30 minutes!! I hung up and called Forex for a third time, this time around they asked me to take my passport and proof of address to an FNB branch so that they could update my info there. I took my passport, work permit and proof of address to the FNB branch in "The Crescent Shopping Centre" in Umhlanga, Durban. I explained the issue, the agent lady checked their system and told me that everything was "up-to-date". Another agent lady at this branch called Forex and people from Forex told her to do some more update of my documents, which they did. They called Forex again and people at Forex told the people at the branch that some more update is needed from the KYC department and they put the agent in the branch through to KYC phone line. The agent and myself were put on hold by the KYC department for more than 30 minutes again!!! The agent got tired, she then left me alone on the phone where I kept waiting for more than 2 HOURS and nobody from this KYC department answered!!! The agents in the FNB branch in the Crescent in Umhlanga told me that there's noting they can do. The Forex people on the phone said there is nothing they can do. What am I supposed to do to get my money??? I am so tired of this Ban****