fnb poor customer service

On Wednesday i received a mail stating that two transactions made to my account were marked as *****. I immediately called to find out how i can get this sorted and the lady told me that i need to send screenshots of the conversations that took place with the person who made these transactions to my account. I then do so but up until now no one has made contact with me up until now, the lady said she will either call or email me within 48hours to confirm she has reviewed my case. Today i call to fnb ***** team and this agent first keeps me on hold for 7/8 minutes then wants to tell me theres nothing she can do and that i need to wait till the person investigating gets back to me. I then ask if she can contact this person to ask the person to contact me and she jumps to saying no she cant and all she can do is tell me a investigation was launched. I mean surely there should be a way to forward someone or someones manager some information through. I mean it cant be ******* to contact someone who works for the same company you do. I do not know how long this will take but if you make promises over the phone that you will contact in 48 hours i at least expect that promises to be kept but FNB will continue to amaze me. Especially after wasting my airtime being on hold while the agent probably did nothing but bring up my account.

investigation is with : Moipone Gumbi call today with : Thokozani Kubheka