Disgusting, unhelpful assistants

I wrote a complaint about FNB because they were not interested in assisting me. I pleaded with them via Twitter, phone calls etc. Eventually a lady phoned me and asked me to send through the documents for them to look at. She was very courteous and pleasant. I asked her her email address. She said I must send it to the general email address and they will give it to her. She didn't give me her own work email address. She promised they will act on my complaint. It's a week now and she hasn't even bothered to contact me, nor acknowledge the email I sent. I'm sure she will say she didn't receive the email, yet I have proof that I sent it. They are so slow and unhelpful. Very disappointing service!!!