FNB employees lie is what they know best

After poor and unprofessional service from FNB forex department I can't still get an answer of what really happened to my global payment which delayed as from 1st till todate 18 April 2020. On the 8th of April 2020 I submitted the letter which the bank requested through an email to Mr Clint Palm he forward my letter as matter of argent to the respective department and copied me when responding , To my surprise Sharon send me the email on 16th of April asking for the same letter