I have a non resident bank account

I have a non resident bank account. A while ago I sent some money from Italy. After a few days, not seeing it, I contacted the bank and I was told that it was sent back because my KYK status was N. I lost 97 euros (R2000) in commissions in the process. I was not even notified. I fixed the status and I sent a complaint. I received an insulting reply that said everything was ok, not a word about the money I lost. Needing money on that account, I sent more. I could see it as a balance but not available. I asked FNB and I was told to wait a few days. Nothing. I called again and I was told that I needed to send a receipt that showed I sent euros. Why wasn’t I asked the first time? I sent it and I was promised it would be fast. Wednesday. The following Monday I went in person. I was asked again about that receipt. Eventually my email, which was clearly received and promptly ignored, was found and the money cleared.