FNB of no help

This is a follow up on a review I posted about 2 weeks ago. Since then, I've received one follow up call from the institution instructing me what to do wrt the problem I was experiencing. NOTHING HAS HAPPENED SINCE. I've sent them all the documents they requested and feedback was promised (as in their email) within 5 working days. I tried the service agents again, giving them my reference number and no surprise no one could help me with anything. I'm really at my wits end and would like some kind of help.