FNB Pay & Clear - Not all payments are processed within 60 minutes

Hi, I have been using FNB for quite a number of years and have also very often used the Pay & Clear service option as it has some very obvious benefits. However, FNB does not always stick to it's 60 minute rule for processing/authorising payments. My issue is when FNB uses it's discretion to "delay certain payments for fruad purposes" - there is absolutely zero follow-up or communication when this happens and FNB will never ever reimburse this Pay & Clear fee when these payments are not processed within the 60 minute cut-off. If you are going to withhold payments, then contact the customer immediately (or within this 60 minute cut-off) and do your "necessary" security check. Why must we, the customer, first wait more than 60 minutes (since you will not help us before this cut-off is breached) have to call your helpless call centre, wait on the phone for hours, deal with *********** staff, be redirected from division to division, explain the same problem over and over, all for nothing and at our own expense. This "convenient" service just leads to more frustration than good and goes to highlight the lack of customer service that FNB offers - I have a private banker but the turnaround time is exponentially longer once I go down that route,

Have some checks in place so that once a Pay & Clear payment is withheld/delayed, the customer is contacted very soon to have this payment processed - how difficult is it to have a system like that in place. Or have a dedicated line for proactive customers (that realise your service shortcomings) to call through and get these payments authorised. Either way, I am tired of having to pay this additional R45 fee for a service that it is not providing.