FNB ***** department has gone to the dogs!

On the 13th of October I called FNB to report a rR5945.00 ********** payment made to one of their accounts. I was given case number ***. I was advised that an investigator would call me. I followed up on the 11th of November since I had still not been contacted and the agent I spoke to said she would make a note for the investigator to contact me urgently. It's the 22nd of November today, I'm confused as to why I am STILL not being contacted. And how long is the turn around time for an "urgent call" if I still have not received it 11 days later??