FNB/ Forex and Business Banking

FNB/Forex and Business Banking has failed me the past two years... I have been making payments to a beneficiary in Russia for two years and now they require more documents to approve this. Please note I gave the required documents for approval back then, but they cant locate it. FNB is now making it my issue by requesting this during my holiday period and threatening to not have payment take place based on their incompetence. I have also sent the required documents to FNB but they will not respond to any of my mails and requests.