PATHETIC SERVICE OR LACK THEREOF

I must start of by stating how disappointed I am in the service or lack thereof from FNB, I have been banking with FNB for a while now and recently submitted a dispute form relating to the SKYWISE AIRLINE saga, I submitted the form on the 18th of Jan 2016, followed up on the 29th and the consultant told me they will escalate my query, I called again today (02/02/2016) only to be told that they have not even started working on my case. I do not find this acceptable because when you are unable too meet the promised deadline you are supposed to call the client and advise them of the delay. The case has been escalated for the second time now but I honestly feel like no one is actually going to work on it, this was just to get me off the phone.