Failing to return calls / deliver on promises

This morning (19/2) I was informed by Nozi that they were 'printing my documents for scrutiny'.<br> FNB has been 'printing my documents for scrutiny' for 4 days now!!<br> I am prepared to accept delays, but on Monday I was promised a reply by 14h00. No reply was forthcoming.<br> Today they are still printing the documents. Why is there no direct communication path to a single person?<br> Why, after a Mr Van Zyl promised to assist I am unable to speak to him? He 'may not speak directly to customers' I was told. Then why did he email me on 16/2 with a mobile number that does not work?<br> This is ridiculous