Dissapointing services

Very dissapointing service from fnb, have requested a clearance certificate since the beginning of November and still waiting for email response. Have gone to the Jabulani mall branch three times and get different information all the time and they claim not to have received my request even after I've given the the acknowledgement reference number. Am promised that my issue will be escalated but find no joy as I still don't have what I asked for.