Frustrated client

I am a private client with fnb and each time I do not get to have my problem attended to fully.

I have a problem try get moved from risk level 3 to risk Zero all because no one will tell me how to fully pay up a compromised settlement I have been writing emails and I can’t even get a response from the relevant department and get an assigned private banker to look into my issues further more who ever you call keeps sending me to a different department