Dont believe it when FNB says a complaint is resolved

I made a payment which has now been confirmed as "missing" So now they have to trace the missing payment, but instead of continuing with the process, I get an email which twice uses the words close(ure) of complaint. I also needed to start a new query for the search to start. In other words, the process had to be logged elsewhere for the search to start somewhere else. FNB does not provide a smooth support service. They close a complaint quickly. Possibly so the stats would show many quickly resolved problems, but in actual fact, the case is not closed. The problem is not solved and you should reconsider before you believe statements on the number of satisfied clients. I have the name and reference number of the party involved, but she is probably just following bank procedure, so I wont name and shame her.