Poor service and advice from FNB Forex

I bought a cash passport for my son after being advised by FNB that this is the best option for him traveling in the USA. I was advised that transfers are easy and available 24/7. I ordered the forex online and chose to pick up at the branch. This was mistake number one. I had to wait in line for almost 2 hours! Over the weekend (Saturday at 13:17 to be exact) I bought additional dollars for my son. Last night it was still not showing. The call centre at Cash Passport said that they can't help, I must speak to FNB. Got hold of an agent who told me that only FNB Forex can advise but that often services such as additional transfer is only available weekdays during office hours. How is this not advised when you purchase the cashpassport? Why is it sold as a 24/7 option?? If I had known that I can't top up my son's card over a weekend, then I would have planned differently. Don't get me wrong, I am less upset by the fact that the top up isn't possible and more upset with the fact that nowhere on a website or on the brochure we were given is it mentioned that you can't top up over a weekend. This is very poor service and lack of comprehensive advice from FNB Forex. This morning I tried to phone FNB Forex. I was told they open at 07:00. Since 07:00 I've been trying to get hold of them. It is 08:35 and I am DONE listening to elevator music. By the way - my son is flying back to South Africa today. It is now too late to use the monies that has been paid over, therefore I've wasted the transaction fee for the top up and will also have to pay fees for the cash out!

My advice: Find another way to do your forex.