Bad Service from FNB

I have been utterly disgusted with challenges I have experienced in communicating with and getting feedback from FNB after a ********** transaction was undertaken on my account. I have been sent from pillar to post and have been on the phone numerous times and finally to be informed that an sms was sent to my phone with the final outcome of their investigation which sms I never received and which the same section informed me that they could not re-send, they instead point me to a branch where I have to go and queue during the 3rd wave of covid 19 for what is clearly a failure on their side to offer me a basic service. I feel that FNB should change their slogan to 'How can we frustrate you?' as there is clearly very little help that one gets when it is needed most.