*********** FNB ***** department

I reported a ***** incident with the FNB ***** department and submitted all the relevant documents in October 2023 and the agent who was handling my case apparently resigned. I called the department for a follow up and was given the email address of the senior to the agent and my email was never responded. I called in numerous times and my details are taken with a promise of a follow up call but with fail. The agent last informed me that my case was submitted with another bank that is involved and ever since then the case has run cold. What's the point of having a department that does not service its clients