Incompetency and luck of delivering to a promise

I have since logged a call with the bank regarding my e wallet that the ATM didn't pay out via call center an the worst experience of all is they give you a 7 to 14 days time to resolve your issue they don't updated you in regards with updates on you dispute. and when you call everyone seems to be escalating and they will even tell you of the back office backlog. my question is if my case past its SLA time and not resolve who should call me or the bank. Its sometimes depressing for use to be paying bank charges for service and when service is due to use that when we get to be told about waiting for feedback from CIT company. i never engaged with what so ever CIT company from the start but FNB. why have people working on call center if they never going to take ownership on ensuring cases are resolved within time? its sad for a bank that promotes digital platforms but have insufficient resources in place to handle customer disputes 14 days past that on its own is long and yet you are being told your case is in progress, what stage they have no clue. Imagen if that was my monthly income to survive the month till payday were would i been now?