FNB Forex shocking service

I had to pay a hotel in MUnich Germany and used FNB Forex department for this transaction. Th etotal cost of the hotel was EUR 1441.00 . Days later when the funds actually arrived at thye hotel, they(hotel) advised me that only EUR1408.15 was paid to them. I have now already emailed FNB forec 3 times to request a response in why was not the requested amount paid to the hotel. I had no reply, I see they do open my emails, but nobody replies or calls me. I think as a FNB business account holder that the service at FNB FOREX is SHOCKING!! All I requested is to let me know why there is a shortfall, but no RESPONSE!