Failure to address a matter

This is my second complaint regarding the same matter with FNB. The matter has not been resolved in the previous week after the initial complaint. I was requested to send through documents and I have done so, A gentlemen named Zama Mathebula was assisting me and confirmed that my matter will be resolved in 3 working days, the matter is still pending. I am at a stage where I will consider an alternative service provider since FNB seems to be moving backward.