Melisa Harris FNB employee called a client by the B***** word

Yesterday when i had an issue with a transfer i did that was not going through i called FNB for help, and i was assisted by Melisa Harris who called me the B***** word while i was on the call, and i called back after the call dropped by error and i spoke to Zanele who is the team leader and she promised to call me back today. she did call only to tell me that they cant pull our voice recording but she is doing her best to resolve the matter, i logged a complain on the FNB website still nothing from anyone from FNB, I guess this is how they operate.....