no response from FNB

Am really not sure how many times am to write hear for FNB to take seriously, just waiting for 20 days to lapse so I can report you to the ombudsman, no one has bothered to call and let me know why my profile has been updated from your back office, I called several times to FNB even to the complaints department no one has called they even sent me an sms with a reference but no one has called me , is this how you don't care about your clients like am so done with FNB