Bad Service

On the 24th of February 2020, I wrote a review regarding the lack of customer service that I was experiencing. I recieved a reference number from FNB ( ***NF) in an sms stating that my matted would be addressed.

A few days later, I recieved a call from one of your agents informing me that they would escalate the matter to the right department.

Two weeks later and I still have not recieved a response! What do we have to do to get good service from FNB?? Should we beg for a service we are paying for?