Extremely disappointed with First National Bank

I am extremely disappointed with FNB as I have logged a query and I have asked them for assistance. I work abroad in China and i have blocked my app, I have sent them emails but i have not received any feedback. It's been a month and I'm unable to provide for my child back home. A whole month just for them to assist me in having access to my bank. How can we help you? They definitely don't live up to their slogan