Fnb agents don't know what they are soing

I called in last week requesting for a lump sum that was debited from my account. I explained to Nomhle Thwala that I was currently unemployed and that the deposit that had been made in to my account was from my late sister's policy from work and that I was now taking care of her 2 kids, meaning the money was for the kids and not for myself. She asked me to send through a death certificate and affidavit which I did and there was complete silence from her for days. I then called back a couple of days later and spoke to Innocentia Mpenyane. Who further requested for documents from my sister's company. I again had to follow up on the status of my query. I have on numerous occasions asked both the ladies for details of someone I can escalate my query to and have been blatantly been ignored.

I would highly appreciate someone getting back to me with a resolution.

Tiisetso