FOREX APPLICATION

When I apply for Forex FNB provides me with a reference number. For the last 3 occasions when I phone the Forex department they can never find the reference number - what is the point of providing me with an FNB forex reference number if it means nothing to FNB? How am I supposed to negotiate a better forex rate if FNB cannot find their own reference. The person at the forex department does not know how the FNB systems work. Previously when I have called for a better rate the person in the forex department contacts the dealer and negotiates a better rate for me. I have been holding on the phone for 30 minutes (and counting) without any joy.