FOREX Division - unacceptable delay

Yesterday after 3 PM my wife logs a transfer of funds from a fnb global account to a personal account. System says it has been referred to a consultant for verification. After that no email, no confirmation, nowhere on fnb online to confirm something was logged. Before 5pm phone FX. Not an issue, since logged after 3pm it will be cleared next morning, perfect. This morning we wait. Finally phone FX. Please note we're currently overseas now paying for a 45 minute phone call. Lady is really super helpful. She indicates there's no pending transaction, we query, she double checks, nothing. Fine, initiate another request. Lady confirms she sees the new one, then confirms she now sees the old one as well. So now there's 2 pending transactions. We're advised we need to email asking one to be processed and cleared and the other to be cancelled and assured this will be dealt with ASAP and will either receive an email or phone call. We email, we receive her email forwarding to the relevant person, we wait. Now 3:50 PM, still waiting. FNB, wake up, you need to sort out your FX systems, it is messy!!!!! Why do I have issues every single time I deal with FX division?