Still no feedback from FNB

FNB just continues disappointing me.i complained on the 29 september about being charged for an account upgrade that I didn't give concern for.they just responded with reference number ***NF on the 30th and said they will investigate and come back with feedback within 24-48hr,even today FNB didnt get back to me.they are so slow to look into my complain but very fast to deduct my money.i just want my money back into my account,let the person who upgraded my account without my concern be accountable for the bank charges,not me please.