No one wants to assist me

I have been trying to resolve an issue for 3 weeks now. I have been calling FNB private and premier accounts to assist with an error on my bank account. The last lady I spoke to assured me that a request has been logged, only to find this morning 3 weeks later, my accounts is still not resolved. When I call, I am taken from one department to another, WHY? I'm extremely appalled and concerned with this horrible service from the call centre agent down to the chat bot. I have my policies and more with FNB, what will happen when I claim?