Pathetic service

i was involved in an accident with one of FNB's customers. The 3rd party claim was logged with desiree in 2014. She had assured that the claim was processed and would be resolved in 2015. Upon following up, i was referred to lyzette. Sent her the entire claim and docs again. She responded and required the policy number. I advised that this was not given to me by desiree and she used the FNB clients id. I received no response from lyzette. i sent further follow up emails which was ignored. After 5 emails she responds again for a policy number. I explained again, and was ignored further. I sent through another reply, which was my 6th email. Today i get a response via email and i quote \Send me the ID number then or reg number"..... I am rather dissapointed in the level of service and poor attention to my query. Are we taken advantage of because we are third party?? if this is how you treat me i will consider taking my Company banking accounts away from FNB and taking my business elsewhere. Can somebody follow up and get a competent individual to deal with my query? """