Failure to resolve a query and provide feedback

I logged a complaint on Hellopeter about FNB end of July, I then received a call from an agent at FNB advising that they are investigating the matter and I will get feedback shortly. To date there is still no response to my query, instead they have sent a statement which doesn’t address the issue. Reference number given was ***NF. I called their offices and like always was bounced from one department to the next and still couldn’t get any assistance