2 weeks later still waiting for a feedback

i have been waiting for FNB to resolve my debit order reversal issue but they keep on sending same message to say Old mutual has sent them a signed agreement , w , they asked me to send a proof that i had terminated my policy with Old mutual which i did but no one has contacted me since then, since last week friday waiting FNB employees are damn lazy to work, they didnt even go through the signed agreement that they are talking about, that thing is not even relevant to what i am disputing now, clearly FNB does not value its clients, i think its time to escalate this matter to the Banking ombudsman and after i will close my accounts.