FNB not following up on ***** transactions

I have experience ***** on my check account, I phoned the ***** department, then sent an email since I could not get anyone to help me on the phone. The email response was that they only assist with credit card ***** cases. I then went into the bank where the bank consultant helped me with the online App steps to take to submit the ***** transactions. No reference was given, as well as nobody following up. After another week, I went into the bank again, where we have phoned the ***** department ***-***, I have phoned waiting 2 hours on people to assist with no help. Really upset with the service in this department.