Pathetic service and not keeping to TAT

I am disgusted by how FNB really helps its client with their tag line of "how can we help you?". I made use of pay to cell, however the person I sent the money to end up not withdrawing the funds. I escalated to FNB on the 20th of March and they said I will be assisted within 10 workings. It's over a month and I have not been assisting and I am disgusted as people keep telling me that they are investigating. I need this sorted out ASAP and my reference number is ***