Does FNB even care to help?

On the 30th of August I send the FNB ***** division proof that I had been de*****ed of some cash. This after I had spoken to a consultant telephonically, who told me to submit the relevant form, as well as proof of the *****. I have done that, and no one has gotten back to me since then. Not a single acknowledgement of my email, not a single reference number, or progress report. Nothing whatsoever has happened. I am still waiting for a resolution.