FNB Zambia - Standards going down!

Firstly I must say that my general experience with FNB is superb! But I have had a bad experience with FNB Zambia. Query reference is ***. I had a query which I logged on the incontact app on the 19th September, it was responded to within the 48 hours ( as per the companies service charter) on the 22nd September, 2021 by a man called Tom -FNB Customer Service. I immediately sent some follow up questions as the response was not satisfactory. 48 hours passed , no response and on the 30th September I sent a follow up stating that my questions had not been responded to. Today is the 5th September, and no response, in the meantime, I have received my bank statement with the same issues I had originally queried.

I am using this channel as I do not know where else to channel my frustrations. And hopefully FNB South Africa can forward this to FNB Zambia. This is because FNB Zambia is not responding to me.