Perfectly normal with FXCM.
It is the most bureaucratic broker that i know. Few months ago indicativelly 7-8 days to credit my bank wire (sent from an European bank) and in August 20 days for a withdrawal...But i was not worried because...this is FXCM (obviusly it does not happen every time but it's so frequent).
In addition to this is impossible to speak with the ''relevant department''...you have only to wait pushing them once time a day