Pathetic Service from FNB

I logged a Query (***Q) with FNB on Friday 27 November, their immediate response was A Consultant will contact you with 24 - 48 business hours''. Despite two Follow up e mails to them I have now waited 12 Business DAYS, and still no response. FNB's online banking system is top notch. BUT their one on one relationship with their customers is pathetic.