Poor Service and Lack of Support from FNB Law on Call

The level of service from FNB has really deteriorated and it is honestly appalling. I submitted a request to Law on Call to have the attorneys assigned to my matter reassessed, and even after lodging an internal complaint, I have still not received any assistance. Instead, my request was rejected with the explanation that there was no service failure, which I simply do not understand. My matter is now completely stuck, with no accountability between Loveness and Nandy, and despite being told that the manager, Busisiwe Masupa, would contact me, that has not happened. Yesterday I spoke to someone from the complaints department and explained everything in detail. I was assured that the issue would be resolved, yet here I am with no feedback, no progress, and no support. At this point it feels like FNB is not acting in the best interests of the client at all