FNB issues

First of all, it is impossible to get in contact with any sort of management. As a private banker, I haven't spoken to my banker in years. FNB has delayed a simple a procedure as transferring a property that I paid for in cash for the past 9 months with pathetic reasons like lost title deeds and department transfers which in no way is my problem. This has caused major financial problems for me but at the same time FNB wants monies owed to them and continuously demand payment. When the situation is explained to the legal department the agents simply admit that they dont know how to handle such a problem and cut the call. Nobody that I have spoken to at any FNB department has any idea of who management is or how a client can contact them. When a query was made, the agent admits that he cant promise if I will get a call back regarding it. Does FNB select which queries to respond to??? Each department just asks me to contact the other. Is there any person who is competent that I can speak to regarding this situation that FNB has caused???? I have made numerous complaints via the FNB app but nothing has come of it.