Really FNB?

I phoned the Law on Call call center in middle december to sort out a problem i had and spoke to Deon Maree. After i was told that its December and nothing can be done i said its ok and told him that the place opens on the 4th of January. I emailed him on the 3rd of January 2016 and even spoke to Mr van der Merwe a day or so later and its now Saturday 9 January 2016 and i still havent heard anything! What is the point of having this policy when nobody comes back to you. I cant keep phoning to find out what is going on, that is why i have this policy to have peace of mind!