FNB system issues - Unable to claim SARS - Agents refuse to assist

I updated my address for my bank statements more than a year ago (previous time I had issues by not being able to claim for SARS). I even went in to the Somerset West Branch with my lease agreement and apparently they updated everything.

Now again I am in the same boat, I cannot claim for SARS as you did NOT update my address. AGAIN I have to lose out on SARS TAX return because you failed to update my address. Your app chat agents refuse to answer me and stop replying or disconnects when I am asking for assistance, I have the screenshots of this.

I ask for a letter stating that you guys made the mistake and did not update my address, but no reply on any of the messages I sent. This is pure BS!!!

What is FNB going to do to assist here?