Poor service in live chat

I requested an interest rate review on 5 March 2021 via the secure chat platform and was told feedback would take 5 to 7 working days. I followed up a week later and was told the SLA had not lapsed. I then followed up three times after that and was informed that the query had not been logged and that it would be escalated this was 23 March 2021. I followed up AGAIN today and there is still no feedback, despite me having asked for te query to be expedited as fnb staff failed to log the query. This is extremely frustrating and an inconvenience. There is no sense of urgency and the service I've received from chat bankers is atrocious. Please provide the feedback I was supposed to receive two weeks ago