Avoiding clients as far as possible. (Third time addressing the same issue)

I've sent countless emails and have many reference numbers. I reported an incident via the app and was told to contact the ***** line, which I did on October 14, 2024. I received a case number, and on October 16 2024, Boitumelo Mogane requested documents that I submitted on October 17 2024. Since then, I’ve sent numerous emails including to Nthabiseng Pho****si & Hilda Masiso, and filed a complaint on the website, but I’ve received no response. It's nearly the end of April 2025, and I have no updates on my case. Does these cases even get investigated? The last response was the 22nd of January 2025: "Kindly be advised that FNB has not been issued with feedback regarding our report, we have once again escalated this matter and we will revert upon any update.". Who is supposed to be in charge here?