Nedbank not taking accountability, or just blatantly ignoring requests

I have been communicating with my branch office (Nedbank, Century City, Milnerton) via email on several occasions in an attempt to solve the holdup regarding a transfer of funds (circa R 4 000.00 ZAR) from the UK to South Africa. I currently reside in the UK but have expenses that require payment in South Africa. I have been a Nedbank account holder for over 40 years. The issue appears to be that no one at the branch appears competent enough to confirm or assist with the correct procedure when there is a transfer of foreign currency. The bank (agency) that I use here (Foremost currency group) has provided me with a full transaction of the transfer (which I passed onto the branch manager at Century City) yet still, they were not able to execute it. I took to Twitter to attempt to move this along but to no avail.

Now it appears that the ZAR has been returned to Foremost currency group AND Nedbank has changed me some 300 ZAR as service fees.

My issue is why? charge me service fees when nothing was done, AND nothing was ATTEMPTED to resolve the issue - no correspondence other than a return email stating:

"Good Day Mr Stefano I trust that this email finds you well. Thank you for the below request .

You request has been escalated to the relevant department and we are awaiting feedback which we will provide soonest."