No feedback after multiple follow ups

I logged a query 2 months ago about a duplicate transaction on my account. I also asked for the ID of the transaction as I did not recognize it. I have since followed up multiple times via email and twitter only to receive a "We will get back to you"

This is absolutely unacceptable. Meanwhile the only call I have received from FNB is to upgrade my card. Why would I want to upgrade my card with you, a service provider that has zero communication skills, nor care for your customers