FNB, not the bank I KNOW!!

It has been over two weeks that I have raised a matter with FNB. The level of ignorance has grown with this bank, and surely this does not represent the bank I associated myself with for many years. Firstly, my prepaid funds on my home loan disappeared, to this day these have not been recovered and the banker who I have been in contact with till to this day has not resolved this matter. Secondly, my wife was REMOVED from my spousal option and for months now has been billed full amount, she is not earning her eBucks, and I as well am not earning my eBUCKS. I have been in contact with the banker for days now. He has not taken my calls or even responded to my concerns. His lack of urgency is annoying.