Ignoring emails

I have been banking with FNB for 7 years.... I've always loved how innovative they are with their banking, especially doing everything remotely and not really needing to go into a branch....

But for the last three weeks I've been trying to get a proof of payment from them for my iPhone 6 I bought through their smart device division, but I'm still struggling to get the doc I need to submit to Apple (to reset the AppleID password on the phone).

In the process, I've come across a very helpful lady (Elizabeth Smith), the only person replying to my emails and following up regularly to see if my request has been resolved. Unfortunately Elizabeth had to refer me to a different division, where I dealt with Junaid Ebraim. He initially told me he will send the invoice through to me. But has since been ignoring my emails, with his last correspondence on Thursday 19 April. After which I followed up with him on a daily basis to find out when I can expect the documentation I need and still no reply.

Today I've tried calling FNB's complaints number that I found through a Google search, but only got a voice mail to leave a message. I'm still waiting for them to call me back, which will probably never happen.

It's so frustrating needing a phone urgently but having a bank that doesn't respond to their customers! They can phone me at least once a week to sell more products to me, but can't bother taking care of issues their clients have!!!