PATHETIC SERVICE!

I made a global payment to my niece who is in Ukraine yesterday using the FNB Online service, i called them to ask which category I should use as the money was for her pocket money. The consultant said since I am a foreign national i should select category 417, and then now im being asked to send my employment contract, passport and permit where as FNB does have all those documents, i have been trying to call this number ***)as i was told that this person is the one who is handling my payment and the phone is not even gong through. my niece is stranded in a war zone in Ukraine and I am being sent from pillar to post.