Agents just tell customers what they want to hear to make them happy, but DO NOT put their words in ACTION!

On 10/09/2019 I submitted a dispute to FNB (***). On 16/09/2019 I received a SMS - stating unable to assist, kindly resubmit documents. On 17/09/2019 I called again spoke to Figile*(not sure about the spelling), she said she would escalate and I will received a response within 48hours. She said on Thursday 19/09/2019 - to date guess what? NO RESPONSE!!!! Today I called again, spoke to Layla and her teamleader - I was transferred to the incorrect department, they will transfer me to the correct department. Spoke to a electronic machine that transfers me to the incorrect department. How long do I need to wait until some actually listens to what I have to say and not just push me from pillar to post. Why must customers first go to extreme measures for someone to assist.