Forex Payment

FNB Forex has badly dropped the ball on one of my global payments. I submitted the payment last week (13 October) and today (18 October) it is still not processed. I received an email last week requesting the invoice be uploaded, this was not possible to do on the banking page, usually it is an option with the payment submission. I rep**** immediately stating this and attached the invoice to the email. I then had to resend my message five times before I got a response that my payment was being processed. It still is not processed and my contractors on an international project are stopping work. I have emailed many times since then and have no response. I have called the forex line and have been told it is valued for today. When I asked why I was asked to hold and 10 minutes later I was still holding. It is poor service especially for the fees they charge for this. The beneficiary is not a new one and the process has been carried out before. Why is nobody responding to my emails or online complaints!