Banking app, secure chat response

I logged a ***** case with FNB on 23/09/2022 and kept following up on the outcome, today at 13H26 I attempted to follow up and now at 16H20 no one has tended to me, this is on their secure chat on the banking app, at 13H26 I was number 9 in the queue, quite a long queue isn't it. Unacceptable service!!!