Bad Service from FNB Complaints Dept

Today I called FNB Customer Complaints I first called and spoke to the lady by the name of Sbongile she contacted FNB Customer Coordinator Harvention who assured my query would have been resolved by end of today. After there was no resolution on my query after I have called Harvention as well as FNB Life customer care I called FNB complaints again. I called at 16:18 and a lady answered and put on until I cancelled the called at 17:30. I was put on hold for an hour and 12 minutes