FNB BAD SERVUCE

Contacted FNB 2 weeks ago for a copy of TItle Deeds, once again I spent 27 minutes before I spoke to a person after having once again attempting to put my ID in which was only accepted after 3rd try. I was told they would email me a copy within 3 - 5 working days. It's now been 14 days and I have received nothing. What do I have to do to get normal professional service.