CASE NUMBER ***NF STILL NOT RESOLVED!!!!!!! WHAT DOES IT TAKE FOR A MATTER TO BE RESOLVED

MAY YOU KINDLY RESOLVE MY MATTER HIGH PRIORITY CASE NUMBER ***NF.YOUR CONSULTANT CALLED ME AND I GAVE HER MY HUSBAND'S NUMBER TO CALL AND SHE SAID WAS CALLING NOW AND ITS 3 HOURS LATER ,STILL NOONE HAS CALLED TO GET ALL THE FACTS FROM MY HUSBAND.THIS IS EXACTLY HOW THE ISSSUE WAS HANDLED FIRST TIME,THEY CALL AND SAY WE ARE CALLING BACK AND THATS THE END OF IT UNTIL WE INCURRED A PENALTY...MAY YOU PLEASE CALL AND RESOLVE NOTING THAT WE MADE PAYMENT AND FNB SAT WITH THE MONEY AND DID NOTHING.WHY MUST WE HAVE A PENALTY WHEN FNB SAT ON THE MATTER..CASE NUMBER ***NF