FNB Forex Shocking Service!

A client of mine (I'm a financial advisor) submitted a payment for an offs**** investment, from her own bank account, on behalf of her husband, as part of his Single Discretionary Allowance. The payment was rejected by the receiving company due to third party payments not being allowed. I have been waiting for response from FNB Forex department for more than two weeks. Not a single e-mail has been sent by FNB to inform us of the progress made. Not a single phone call has been made to either myself or the banking client to inform her of where the rejected capital currently lies. We are simply waiting and asking, every single day, for ANY indication or advice on what to do to have the money returned to her account.