POOR SERVICE!!!!!!!!!!!!!!

It all started on the 17th of July when i paid off my smart device the person who helped us FORGOT to release the pledge . I have contacted numerous people and departments even my private banker to resolve this issue but still i am getting nowhere. I keep getting told to wait three working days but the bank did not wait three working days to take my MONEY! This is ridiculous and I never expected this poor service from FNB everyone i have spoken to just can't help us. The person who initially helped me did not do his job but now i must wait for MY MONEY. We went to the Highveld Mall Branch (Witbank) on friday because an agent at Private Clients told us that the branch can release the funds and of course as usual this did not happen. CAN SOMEONE HELP US OR MUST I STILL WAIT THREE WORKING DAYS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Private Clients my A$$.......