Awful ***** department service

I am writing to complain about the FNB ***** department. I logged a ***** case on the 31/10/2018. I was told to go open a case at the SAPS (which I have done) as the investigator was going to phone for the case number. I was told it will take 7-10 working days for the case to be allocated to an investigator. To date the case has not been allocated to an investigator and NO ONE has phoned or emailed me to advise the progress of the case. I have phoned countless times and logged a complaint on the website (ref ********** ) My ***** case has "apparently" been escalated 3 times. First Prudence at the ***** department escalated the case. Then Rhullani escalated the case to both his team leaders and promised me he will personally phone me back on Friday (30/11/2018) I ended up phoning myself and Rhullani was not at work that Friday and no one could tell me if in fact the case had been escalated or if a team leader had looked at it. The latest is I went into my nearest branch on 03/12/2018 to ask for assistance and not even they could get a straight answer from the ***** department? First they could not find my case or any info under my ID number or case number. Then suddenly they found it. The FNB consultant that was helping me spoke to the supervisor or team leader by the name of Ms Masuku Ntshiwa and was told that she is dealing with it and she will contact me. It is now a month later and still no feedback???? What is going on there???? And the best part is that while waiting for feedback FNB has been phoning me to offer life cover, funeral plans, overdrafts. REALLY you want to offer me products to take my money but when I ask for assistance to get my money back you ignore me????? Awful, awful experience! On principal I would loan money from another bank and close my FNB accounts (that I have had for 10 years) because what guarantee do I have that I should something like this happen again that FNB will be there for me to help??? FNB - How can we NOT help you!