FNB - a mockery of a financial institution, and a breaker of the law

I run a small business and Bank with FNB. We do a lot of Forex transactions. Last week I had to cancel one as the invoice that we had to pay changed at the last minute. This happens occasionally, and I send a mail asking for the cancellation (before the transaction gets processed). They put the word FAILED next to the transaction. Once this happens, you can request the new payment.. which I did. THEY MANAGED TO MAKE THE ORIGINAL PAYMENT... I asked for it to be cancelled, which they did. Naturally I didn't want the second payment to be made before the original funds where back in my account. As the payment is to an non-resident account held in SA you can't upload the relevant invoices, and have to send them by mail. I DID NOT DO THIS as I was waiting for the refund. This morning the staff member (who should be fired) DID THE SECOND TRANSACTION - WITH NO DOCUMENTATION. This is *******, and theft and against SARB regulations. FNB - DO SOMETHING TO FIX THIS NOW. The email to forexceocomplaints is a joke by the way - seems to be staffed by any tom, **** of harry.