How soon is soon, no reply no solution

So I complained after struggling via the normal channel with eBucks hoping that the Hellopeter route would help with a solution. Now a week later all I have from FNB is a reference number(200513). I have written to them twice quoting the reference with no response. I must be honest the word soon leaves me cold. The lack of reply even colder, the fact that I cant get help leaves me incandescent with rage.