Bad service by complaints and card disputes

I sent a request to have an authorization from Avis released on the 26th February 2021, I got an automated email stating "please monitor the account after 5 days to ensure that action as been taken, or the account balance has been adjusted...". None happened, I then emailed complaints and Bongani Khumalo from service recovery acknowledged my complaint advised that I will be contacted shortly. A lady called me by a *** who didn't know what she was saying as she kept on telling me about vouchers and merchants. This really irated me as I was very clear in my complaint. I mean why are we even on Premier account when we get bad service like this? This frustrates me as I have never had a problem with FNB before regarding authorisation release. Can this be attended to as soon as possible. I mean isn't complaints department responsible for handling complaints, and redressing service? Come on FNB.