Poor Customer Service and Rude Business Manager

I am more than annoyed and frustrated by the poor customer service on the FICA FNB Helpline, It appears that the entire pack of FICA docs for my daughters trust money market account have gone awol, after couriering them up and paying for this ourselves. We have been trying since last Tuesday to sort out this debarcle and all that we are told is to wait for \whoever"to call us back"