Inadequate service from FNB

While traveling in Indonesia in May 2024, my Fusion card was declined multiple times. Despite the best efforts of my personal banker, I was continually humiliated at Hotels and businesses! On the 20th May I reported my problem to their customer care centre, and was provided with reference ***, and the commitment to come back withing 5 working days with an explanation! it is now 12 weeks without an explanation, despite speaking to all sorts of useless people, trotting out answers from their crib sheets, I must have enough funds etc. Which there were! Hellopeter please help me, as it is important if I wish to continue doing business with this bank?