No communication from FNB for important matters

So the SARB needed FNB to contact me for a query they had. The case is assigned to a FNB department PCB Excon to contact me. They dont. They send me one email months later advising they cant get hold of me and request information on what I purchased. I told them they did not try to call me as the bank continually gets hold of me for other mundane stuff like ebucks, or credit cards but they apparently cant reach me for something as important as this. I mail them back asking them to confirm what number they tried calling me on. I also tell them I purchased crypto currency on my card. They dont reply. Then two weeks ago all my forex across all banks in SA is blocked by a SARB instruction due to an outstanding FNB case. Capitec brought it under my attention because FNB is to useless to. I call FNB and get hold of someone in Forex who puts me in email contact with PCB Excon, FNB SARB etc. After a few mails I send them details of the bitcoin that I bought. No customs duties can be paid on crypto, hello guys. IT CANT BE IMPORTED. I send them everything. Then everything just goes quiet again. I ask for updates, they cant provide. Timelines, they have no idea. No updates. I mail numerous times and call in numerous times. No one can help and PCB Excon and FNB SARB decision cannot be reached, not even by the forex department themselves. I have laid 2 complaints now and even this is just ignored. I have recorded all my calls to your call center FNB (all the transferring, ping pong played with me). I have these mp3 files on my PC. I also have all my mail and calls logged with you. Its time to go the banking ombudsman. You sure are giving me a treasure trove of evidence of your incompetence. I want my case resolved with you because I can't purchase any forex anywhere because of your useless PCB Excon department. That dispute or case was unnecessary if someone just contacted me. I want to know who was assigned my case when SARB was looking for me and why this person or department did not contact me. Why are you ignoring my complaints as well? Why is no one contacting me? Whats the way forward? This is weak FNB. I have never experienced such bad service from you in over 10 years.