FNB Forex department

I don't understand how they received the best foreign exchange award, as every single time i want to make a foreign payment there is endless issues and excuses it never can just go smoothly. Most recently i tried to send ZAR to a currency exchange in the UK in order to obtain better rates of exchange ( would save aprox R30 000) and they block the transaction simple because they wouldn't benefit from it. I did my reserve bank research and my transaction is perfectly legit under the SARB rules. Its so frustrating because in essence they are holding my money ransom and will only release it if they benefit, I find it completely *********. In previous transaction I've lost in hind sight R20 000 +/-... not to mention they double charged me transaction fees and refuse to refund me. So i speaking from my own experience but I've never had to deal with people who act with such impunity before.