Passing the buck!

I recently went to fnb with my mum as we queried the amounts that fnb paid to us which was not calculated correctly by the *********** staff this matter is going on for 5 months and to date have not yet been resolved. I then went into Mabongi office and I voiced our concerns with her. Her response was we will treat this matter with urgency and get back to us soonest. I then get an rather informal sms not confirming who it is from but stating it will take 40 days for escalating the query. I am not sure if fnb sent the sms because it does not state who it is from. Mabongi assured my mum and I that she will deal with it personally which was utter nonsense and I am sure this is what she tells all her irate clients!! I want a call from a business manager as soon as possible because I am tired of wasting time with people who don't know how to do their jobs and if it was done right the first time there would not have been an issue.