FNB management knows how to cover their consultants

I lodged a complaint with this mafia bank and I was called immediately by superior thinking that I am gonna finally get help but unfortunately that did not solve anything. How come you ask me to fill a form that requires my debit order date after I have been debited by the same bank for more than eight and again why they assigned someone to specifically to help me if that person is forever not available on her phone. I mean how can it take more than 2 weeks without hearing anything from that person after emailing required documents