Being ignored

I lodged a ***** incident *** in December. Received the first email from Boitumelo Mogane on the 24th Dec to send the relevant documents which I did on the 26th and the case no. sent on the 27th Dec. Understanding this might take I still gave Boitumelo time to go through everything and not bombard her with follow ups. That was clearly my mistake because it seems she has not been working on my case. I've since then followed up on the 26th Jan and on the 2nd February, both times my emails were ignored and no response. I called also in this same week, earlier in the week and they told me Boitumelo will get back to me which she never did. I'm on the line now as I'm typing this. Called in, got cut off, had to call back twice because the first time the agent couldn't hear me, lines were very bad (which is almost all the time the case), there's something wrong with your lines network, as it's forever breaking. Anyway got back through again and I was told Nthabiseng, Boitumelo's Team Leader will get back to me before the end of the day and they close at 4pm. So I'm parking this now, the time is 12:01pm, if nothing by 4pm, I'll be pressing submit. The delay in this means a delay in me possibly getting my funds back. I understand that Boitumelo might have a lot of cases but it's still unacceptable that I haven't heard anything, we all unfortunately work under pressure with limited resources but we push through because client's need to be services as they bring us business so that can't be an excuse. I just received a call now at 12:53pm from Boitumelo, saying she never received my email in December and I resent now whilst on the call with her from 3 different email addresses, says they all not coming through, getting an internal message that my emails are not delivering. A month later!!!!!!!!!!!! No ways please do better. I informed to escalate to IT to release those emails. I need a way forward on this case and urgently so FNB, this is very unprofessional and slow service. What kind of a global enterprise are you with emails from client not delivering????????