Unable to make a because of FNB Forex Incompetence

R1m is paid into my account each month, but I had to refund my client in Botswana R6600. I told them it will be done in three days after I captured the payment online. Its been a week, and there's no progress with processing the payment. I've send two complaint letters and eventually spoke with a person who requested the credit card statement. After taking two days to open it, the still request some information. I'm dealing with incompetence at FNB Forex, because I asked them to state what exactly they need, which they are unable to tell me. Be warned, the service at FNB deteriorated which will effect your business, because you might not be able to make a small refund when your client request it.