FNB call center does not call me back

I have a Share Investor account with FNB and part of my portfolio is Mediclinic (MDC) shares. With the merger with Al Noor, holder of this shares had to exercise 1 of 2 options to indicate the future of their shareholding. In the official mail that I received from FNB (attached), I had till today 15:00 to state which option I need to exercise. I tried numerous times to contact FNB on the number provided ***), finally today at 13:00 I phoned the general Share Investor number of ***. I explained my situation to the call centre agent (go check your phone recordings), left my ID number, cell phone number and the agent promised that due to the urgent nature of my query someone will contact me shortly (definitely before 15:00).<br> <br> This never happened, it is now 23:18 and the deadline for me to exercise my option has passed.Why bother sending out such mails and pretend that FNB is a jacked-up outfit that is capable of handling share transactions? Why bother having a call center that has no intention of assisting clients (who are actually paying for this service)?<br> <br> This is BEYOND poor service, it seems that FNB is going out of its way to become a second Red Bank.