24/48 Hour policy does not include everyone?

is there a reason my complaint that i called in about and got a run around about on 1 August 2022 has still not been attended to? its been 3 phone calls, its 11 days later, 3 emails and 4 complaints on hellpeter and not even a phone call? not even automated response on emails? what is the problem with FNB getting back to me on a complaint and continuing to lie and say 24/48 hours someone will call me? no one has called its 11 days later please sort this out!