POOR FNB SERVICE OVERALL

I have reported a ********** transaction on my Cheque account on Sunday 8 September. My case was transferred to the ***** department and I received the case number. I was informed my new card will arrive within 2-3 days, and my case will be resolved in 5-7 days. It is now 8 days later, and I have not received ANY communication from FNB regarding the case OR my new card. I phoned the ***** line on *** and I was on hold for 39 minutes with no answer. Only a voice prompt stating you are experiencing a higher than normal call volume. (It is rather concerning that FNB has this many ***** issues) The line then gave me an engaged tone and disconnected. I need feedback ASAP, as the fund used on my card needs to be paid back into my account!!!!!