FNB!!! Rule or ****?

Credit card increase approved, however the information FNB failed to give me proper information that lead to an unfavorable budget outcome and costed me more than planned, cost could've been avoided. Now FNB is going back on their word, I have the evidence of the secure chat correspondence and FNB is able to listen to the voice call when doing the application. The FNB complaint number provided was done on the 11 May, still no one has called from FNB complaints to clear the mess up.