FNB Call Centre non-response

On the 21st of May 2021, I stepped into FNB Lenasia Branch in Gemsbok Street to query a payment that went of my account *******ly. A query was launch after I filled in a dispute form with a reference number: ***. I went back to the Branch on Monday (31 May 2021) to follow up after I was given 5 working days. It's been almost 10 working days with no feedback yet. In fact, at the branch, I was made to make a call to the ***** department, and believe me, I was 'put thru' to four different consultants who were unable to assist me after I had to repeat myself to each one of them. When I was 'put thru' to the fourth consultant she was terrible, she refused to give me her name and just hang up on me, I could hear from the background they were working from home and they were just too relayed and did not take my query serious.

I also reported a second query for which I didn't receive a reference number and I will probably have to go back to the branch for feedback. I do enjoy great service from the local branch (Lenasia) but the call centre is rather unhelpful. I need action on my two queries and I sincerely hope someone with leadership acumen would help me through this query...Shalom!