FNB's disgusting and frustrating lack of service

I have tried contacting a specific department at FNB on numerous occasions but was unsuccessful, in total I had held on for over an hour on different days even leaving my name and contact number as the prompt requested I do so as all the consultants were busy at the time of my call and yet still no one got back to me. I visited a nearby FNB branch and was told to use their telephone also to call in to this department as they couldn't assist me with the query at the branch but instead I sent emails to this department and I also logged a complaint ref *** and still up to now no one contacted me. Prior to logging the complaint I received an email on the 24th of August from this department and I rep**** - I received a system reply informing me that my email will be responded to in the next three working days and still I got nothing from them. I am really so frustrated with FNB's service in this regard and have no idea how else to get my query resolved.