FNB, How can we frustrate you today?

On 30 July I logged 2 complaints with FNB, reference numbers *** & ***Q. On 31 July I received an email that my query ***Q was resolved. On Tuesday 11 Aug I was in the process of applying for a bond and the bond originator informed me that both my cheque and credit card accounts were duplicated and reflecting as active accounts. I logged another complaint, reference number ***. I spoke to Valencia from the complaints department, who referred me to her manager Robert Bodiba, who referred me to Debbie, who was on leave, but then I was assisted by Celest. I requested that the bank send me a letter stating that I only have ONE credit card account, with account number ***, with a limit of ***X and balance owing of ***X, and that I have ONE cheque account and ONE overdraft facility, with account number ***X, with a limit if ***X and balance owing of ***X. Apparently this letter was too much to ask, so Celest sent me a credit report from TransUnion, which I did not permit FNB to access, showing that I only have one Credit Card on my credit record, but in the same report, it showed I had 2 active Fusion accounts with 2 credit facilities and 2 monthly installments, but with the exact same account numbers. I pointed this out to Celest, who referred me to Carin & Jashika, but I am yet to be contacted by them. So I called the Gold Account Suite and spoke to Zoe, who placed me on indefinite hold. I called again and spoke to Noxi. Noxi's manager G****tsho is on leave and could only call me once she returned from leave, but Noxi assured me by promising that I just need to go to ANY FNB branch in SA and speak to a Credit Manager as ALL FNB branches in SA have Credit Managers and they will be able to assist me with the letter stating that I only have one credit card and one overdraft. So I went to visit the Meyersday FNB branch, and to my surprise, they did not have a Credit Manager. So I asked to speak to a manager, and so I got introduced to Ntshepa. Now, I am not sure whether this person ever received managerial training, but she had no idea how to achieve my request of this letter, as it was impossible for the branch to issue such a letter. She called around and after the 4th number she called, she managed to speak to someone, who said she needs to send an email to the Fusion Account department, but she could not give me any contact details to speak to any other human, to follow up with. I downgraded my account from Private Client to Gold, due to the lack of value add. I did not realise that Gold was 10x worse. I feel like FNB is holding me hostage with absolutely no recourse whatsoever. Every individual I spoke to said that this was not their fault and that they are only trying to help. And my question remains the same, who is the responsible individual so that I can plead to them to get the letter I need and for my TransUnion and Experian records to be updated, before my offer to purchase expire.