No sense of urgency and professionalism

FNB is supposed to be assisting me with a so called ***** case together with Nedbank.A lady called Samantha Triegaardt has been assigned to the case. I have tried to call her a number of times ,I have emailed her. She is just ignoring my emails. I finally for the 1st and last time got a hold of her yesterday she promised to respond back to me via email yesterday to confirm how much of the amount Nedbank was able to retrieve from its client. I am still waiting. Furthermore when I go into the bank they cant help me. They keep putting me trough to the call centre, no one is able to assist. Nedbank is unable to help outside FNB. I urgently need the money, have a 2 month old I need to buy nappies for. I am unable because they are just dragging their feet.