Fnb still has still not delivered on Complaint lodged but closed the case on their side

Fnb does it again. After stating my complaint on hello Peter I get a call on the complaint I made. I explain my issue and what I want done or needed proof of and guess what they do, the close the case without informing me. The policy was written my liberty but administered by FNB so they passed an email to them. Didnt tell me this ans closed the case. And the only reason why I know this is because I made contact a week later. How Is the acceptable? If fnb had an arrangement or agreement with Liberty how is that my problem. Your sort out your inhouse issues and keep your customer informed