Still No Resolution to my complaint

I laid a complaint last week Friday 05/08 about no feedback from FNB Card division after sending them an email about a replacement card. The same day I received an email & sms to say the complaint is sent to their CRC and I will be contacted within 24-48bus hours. Today I received a mail from Cassandra Collins, saying my complaint has been sent to the relevant dept and apologizing for their K A K service (NOT RESOLVING MY COMPLAINT, just APOLOGISING) and I also got another email and sms saying I will be contacted within ANOTHER 24-48bus hours, and I got another ref number! How hard is it to just someone to call me and order me a new damn card! The card is in credit and I will lay a complaint with the ombud if this is not resolved by COB tomorrow