Appaling service from FNB

I have opened an account 19years ago for my granddaughter. I have deposite money in this acc but stopped about 5 years ago and the account went dormant. I have been to my branch at Northgate and Zinzi tried her utmost to assist but she also came to a point that the dormant dept of FNB made it just impossible to go futher. I have send 3 emails to the Careline of FNB which every time I got promised that someone will contact me withing 48 hours. Well this problem is ongoing since last year September and I do get the feeling that the Dormant Dept of FNB just wants to make in impossible for me to get my money. This is the most appaling service and totally unaccepteble. I need someone from FNB to sort this problem out ASAP and let me have MY MONEY.