pathetic service and complaints resolution

Its been a week and fnb still has not sent me a paid up letter. they registered a complaint ***NF after i wrote a review friday and promised to get back to me with in 48 hours. to date still no response. This is a reference number Rp*** for my request last Tuesday, still no response. This is pathetic, I am unable to do the things i need to do because i am being held up by SA's number 1 bank