FNB query goes unheard

After numerous attempts to get someone to contact me regarding a loan that had to be nullified after sequestration, the same email every time - the query had been sent to the relevant department. This is just where it remains. "Please be advised that your request has been escalated to our Sequestration department, the turnaround time is 48 business hours. We apologise for the delayed response and for any inconvenience this may have caused." 3 months ago... with no feedback - again

What more must a person do to get service?