FNB Pathetic ***** Investigation Unit

I am so dissatisfied with the FNB ***** Investigation department. I opened a case almost three weeks ago. An investigator was appointed however she was out of the office. I escalated the matter to their team leader as the matter was urgent and I still have not received a response. We are in the third week now, this matter is very urgent and no one is attending to my matter. Standard Bank on the other hand called and emailed me literally within a few days. What is taking so long to just get back to a client regarding a case????