Bad service / customer experience

I am quite disappointed with FNB service and their incompetence. I have logged a query on the 10th of October 2020, on my Home loan account to withdraw from my account . I was assisted by Lerato Ratseke. The query is over turn around time and I haven't received any feedback or rather payment. I have sent Lerato couple of emails to find out the progress of my query as I am awaiting for payment to be made into my account . I'm quite disappointed with FNB that they have consultants who doesn't have sense of emergency. My customer experience was bad as I wouldn't recommend FNB services to anyone else.