BAD SERVICE!!!

I've been a customer of FNB for a long time, 2 weeks ago I made a data purchase using my service provider application. Money was debited from my account and I didn't receive my coucher, I have been waiting for my query to get resolved, I was told it will be sorted in 5 - 7 working days, however my query was not resolved. I made a follow up again and still did not received feedback. I was referred to digital support, they advised that my query was not escalated and had to be escalated and will be resolved within 24 - 48 hours, it's been over 48 hours but still my query is not resolved, your consultant disconnected themselves while they were still engaged in my problem. Your "trained staff" are no help and I am an unhappy customers.