over 2 months and no reply from FNB *****

I had a case of ***** opened up with FNB on one of my FNB cards. I contacted the FNB call centre they instructed me to cancel my card and order a new one (this cost me money) they also instructed me to esculate the case to FNB ***** department as a matter of urgency. they sent me documents to complete. I did all this, sent the attached documents through to FNB as well as FNB and have not yet heard a single word back from them. this case was opened on the 8 Febuary 2019. this is over 2 months now and I have not heard a single word from FNB *****. all that I have done is ordered a new card which was an inconvenice to me as I was without a card for a while and cost me money. I have sent follow up emails to FNB but still to no reply. I have been a client of FNB for over 20 years. I am also a 'premier' client of theres now, but this doesnt seem to help in the slightest. i am extremely disappointed in FNB and am looking at taking legal action against this ***** case as well as moving banks. the Ref number given to me by FNB is : ********** 8_ ********** 23