Delay in Response exceeding 10days

I called FNB Premier to discuss the rebate on my bank overdraft. I was told it will be forwarded to the department to do the calculations. My second follow-up I learnt the agent I spoke to did not log the request correctly. The second agent re-did the request and I was told to wait 7 days. Upon 7 days I did not hear from FNB, I called for the third time on 05 Nov no feedback, again I called on 06 Nov. Charity told me she is trying her best, the responsible department has not provided feedback and then she will escalate to her supervisor. i informed Charity I will log this as a compliant on 'Hellopeter'. This is deplorable service for a Premier Suite and Corporate Organization. This request should not exceed 10 days. My reference number is RC***.