Standard Bank Cresta Forex Service Failure

I went to Cresta branch forex dept, to request assistance with depositing (processing) a foreign-currency cheque (USD). I was advised that the cheque would need to be returned to the US bank for collection, and that I would receive feedback once a courier tracking no. was available. So far so good. After a few weeks, I called the Standard Bank Customer Support no. to followup, but that was not helpful. Also requesting to be put through to the branch was useless -- no answer. Yesterday I went into the branch to enquire about the status/progress, only to find that *absolutely nothing* had happened for 9 weeks since my initial visit. Excuses followed -- COVID-19 and the courier blamed. I realise that COVID-19 has complicated things for everyone, but courier services were operating even in June. My fury about this is (1) that I was never pro-actively contacted to explain the delay, (2) that apparently no effort was made to contact Fedex (or whatever the designated courier was), (3) that it was impossible to get any assistance by phone, and (4) that instead of an up-front apology all I got was excuses and an indifferent attitude. How much longer would it have lingered if I had not followed up? Besides the financial costs of the delay, many hours have been wasted on the phone and visiting the branch. This is absolutely unacceptable service!