FNB ***** Assistance

two weeks ago i lodged a ***** case on my fnb debit account, after trying over an hour on the line i went to westville branch a further hour on the line finally logged the call told to check after 7 days, did that last monday, after almost 3 hours holding on phone and secure chat not able to assist, told to follow up again today which i tried, 2 hours on the phone of holding and no further and secure chat my chat was opened about 9am and still no feedback