Standard bank Forex

Standard bank forex I've received a payment from Australia on the 2 October 2018. On the 3 October I've sent a email to Forex Standard bank but had no reply. On 4 October at 16:00 they send me a notification at they have received a payment from my account (I have an arrangement with Forex Standard bank to deposit the money into my account when they receive a payment which was ignored ) I've rep**** on the email at 17:00 on the 3 October,which I was happy with because the payment should be paid on the 4 October. On payment was done. Because I'm in Indonesia I can't phone Forex My wife had phone Forex Standard bank on 8 October and she had to hold the line for 1 hour and 5min before someone answered the call. They did promised that they will do the payment the same day but still on payment has been done. Today will be 7 days since Forex Standard bank has received the money. Could anyone from Standard bank please help or advise how to get Forex to pay my money in to my account. They don't respond on emails and when you phone they also don't do anything about it.

I think that is pathetic I'm at Standard bank now for ten years and this is the service I get. Standard bank is charging my penalties on late payments. Why??????

Jacque de Beer