poor service forex department

I did a forex transfer to the uk. this was money for my daughters visa. it took nine days for the funds to reach UK. when the funds reached UK they had to be returned as there was an error. The beneficiary contacted the bank in london and they informed her that they have returned the money to FNB. FNB could not inform me how far are the funds and could not inform what will be the next step as i wanted that money urgently so that i can send it through another channel. the communication is so poor that you leave messages and the person concerned does not even come back to you. the whole department is based on one person to assist you.

this is bad service at its best.