Private Banker & Forex Department ... Poor service resulting 1 week without salary and loss of eBucks

What is the use of Private Bankers or Forex Department Call Center Agents? My wife has just been victim to the worst customer service I have ever witnessed. Firstly her "Private Banker" is not helpful whatsoever! To be honest the majority of her email responses, when she does respond, seem to be done via an automatic reply template. We even did some investigating how to resolve our matter and informed her what is required, but it seems as our information is just blatantly discarded, just like the respect and customer service a customer deserves. Due to a delay by the Forex department to transfer funds into her account my wife has failed to qualify for her eBucks rewards (approx. +R30,000 worth). My wife gets her salary paid into her account every month via a Forex transaction for over a year now. Every month the funds reflect in her account after only 1 to 2 days after the transaction has taken place. Last month the transaction took place on Monday the 25th. The funds where not showing in her account the following day, and since Wednesday was a public holiday we were expecting the funds to be available by Thursday. My wife contacted the Forex department on Thursday to find out when the funds will be reflecting in the account. They in turn stated that they did not received any instruction regarding a transfer. My wife asked them what she can do to help speed up the process because the transaction was done on the Monday (25th), she then forwarded them the TT copy (as proof of transaction dated Monday 25th) to the Forex department as requested. She did not get any response from her email with the attached proof. My wife emailed her private banker and attached the TT copy as well, to ask her if she can help speed up the process as she needs the funds to reflect urgently. Her private banker only rep**** the following day around 11:00 stating that she has "... sent an escalation to the forex department to investigate this. I will provide feedback in 24-48 business hours." My wife stated in her original email that she require the funds urgently. Feedback after 4 to 6 working DAYS does not help. It also doesn't show much respect to your "Private Client". The following day, Friday, my wife contacted the Forex department a couple of times to try and get some answers as to when the money will reflect in her account. The Forex department still had no "instruction"(or knowledge) regarding the transaction even though the proof was emailed through to the email address they had supp****. During the conversations with the Forex Call Center Agents, my wife kept been given the same excuse that because of the public holiday it will take much longer to process. I can understand that it would take an additional day, but as of Friday morning they still did not have any idea of the transaction, even though my wife helped them and emailed the proof through. Later that day my wife spoke with a lady from the Forex Department, as per all the conversations my wife explained the ordeal and the importance of the money reflecting in the account by the last day of the month. This agent then told my wife that "it will be sorted out today" (Friday). My wife asked for a reference number for the call, the agent then responded that she didn't have a reference number, but we must not worry because all the calls are recorded. That is very, very unprofessional. Now this is a promise that has been made and we expected it to be fulfilled. We did not receive any feedback from her Private Banker on Friday. Saturday I tried to contact, telephonically, her Private Banker via her telephone number, I could not get through to her or any other Private Bankers. I sent an email on Saturday that was only responded by Tuesday afternoon, stating "Kindly note that I can only provide feedback to the owner of the account. Once all queries has been resolved, I will confirm to your wife." I fully understand if you can only respond to the Account Owner, but please do respond to the Account Owner the questions that I raised on her behalf, and I could have been informed of this "response policy" a little sooner than 4 days later. My wife contacted the Forex Department on Saturday morning as the funds were still not reflecting in her account, even though she was promised that it would be sorted out the day before. They said that the transaction is now with the "Swift Department", they gave her the number but told her that that department doesn't work over weekends. As promised this problem should have been "sorted out" before the weekend. I called the Forex Call Center myself on Saturday and spoke to an agent that said the payment will reflect in the new week. Now I have two problems with that, A, my wife has been without her salary for almost a full week, and B, due to delay from the Forex Department her funds will not be in the account in time to qualify her for her eBucks. I questioned the forex agent regarding the eBucks situation and he said I need to sort out the qualification problem with eBucks because Forex have nothing to do with that issue. I'm sorry, but because of Forex, their delay and unfulfilled promise we now have a eBucks problem. I spoke to a very polite and helpful call center agent at eBucks and he advised us (with the advise from his supervisor) that my wife can still qualify (have her eBucks status reinstated, without any penalties). We need to get the Forex Department to escalate the matter to a higher level and state that because they delayed the payment and did not follow through with the promise FNB will then instruct the eBucks department to rectify the situation without any penalties. He also advised that we use our Private Banker to help escalate this matter with Forex. Now with all my and my wife's emails to the private banker after this conversation with eBucks and the instructions on what we must do further we have informed her Private Banker that this is what we need done. After no funds reflecting Monday morning another email was sent through to the Private Banker, the response stating she is waiting for the forex department. A few more emails later we eventually got a reply stating the funds have been transferred. Both my wife and I rep**** to the email asking what is happening with the eBucks problem, no response was given until a follow up email midday today. Her response "I have referred your query to the eBucks department to assist. They will provide feedback in 48-72 business hours". Firstly, why have you sent it to eBucks, we have already informed you what eBucks requires to be done, and secondly we can't wait 7 to 9 working DAYS for a response. I urge sombody from FNB, who values their customer's business, to please contact me so that we no longer get pushed from pillar to post. My wife has had many good years service from FNB, but this recent dismal service with "no care, blame it on another department, it's not my job attitude" she has been receiving has made her start questioning, FNB how and when can you help me?